Search Results
-
Report The Psychology Of Points
Landscape: The Customer Loyalty Playbook
Brands across industries pump millions of dollars into loyalty programs that offer the same mix of points, discounts, and material benefits. But do they capture the hearts and wallets of empowered...
-
Report Brands Forget The Rules Of Modern Marketing When Crisis Hits
Manage Risk And Reputation With A Customer-Obsessed Approach
Bad news: Your brand crisis is inevitable. And your traditional crisis management protocol will only make it worse with its cold, corporate, "control and communicate" ways, entirely at odds with...
-
Report Get All Hands On Deck To Reinforce Customer Loyalty
Organization: The Customer Loyalty Playbook
July 5, 2018 | Emily CollinsBuilding customer loyalty requires an orchestrated effort from multiple teams: marketing, technology, customer service, customer insights (CI), and more. A streamlined collaborative approach...
-
Report The ROI Of Customer Loyalty
Business Case: The Customer Loyalty Playbook
Loyalty programs help companies identify and collect rich data about their best customers in order to reward, recognize, and retain them. This report helps B2C marketing professionals make the case...
-
Report Improve Loyalty Measurement With Behavioral And Emotional Metrics
Performance Management: The Customer Loyalty Playbook
June 28, 2018 | Emily CollinsEarning customer loyalty is critical to business success and B2C marketers need to be able to measure and demonstrate that loyalty to the business. Marketers predominantly rely on retention metrics...
-
Report Harness Loyalty Insights To Build Business Advantage
Processes: The Customer Loyalty Playbook
April 2, 2018 | Emily CollinsMany B2C marketers deploy loyalty programs to incentivize behavior and collect valuable customer data. But most squander the full opportunity of their investment when they fail to convert data into...
-
Report Build A Loyalty Strategy With Global Appeal
We've recently seen a spike in questions from brands about the global demand for loyalty programs, and customer loyalty solution vendors have their sights set on international growth. When thinking...
-
Report Pave A Clear Path To Advanced Loyalty
Road Map: The Customer Loyalty Playbook
December 6, 2017 | Emily CollinsB2C marketing professionals striving to increase customer loyalty face many challenges, including myopic me-too strategies, disparate data, siloed customer insights, and inadequate measurement...
-
Report Craft A Loyalty Strategy That Raises Your Firm's Maturity
Strategic Plan: The Customer Loyalty Playbook
December 4, 2017 | Emily CollinsCompanies that attempt to drive loyalty with points and discounts alone will miss their mark. B2C marketers seeking to build a loyalty strategy that stands out need a game plan that addresses the...
-
Report The State Of Loyalty Strategies 2017
Benchmarks: The Customer Loyalty Playbook
November 30, 2017 | Emily CollinsForrester recently surveyed 99 marketers about their loyalty strategies to understand how they manage and measure customer loyalty and what challenges get in the way of success. This report...
-
Report Predictions 2018: The Revolution That Is Customer-Obsessed Marketing Finally Begins
November 8, 2017 | Emily CollinsAll B2C marketers have heard about the importance of customer experience. Some even claim to be customer obsessed, prioritizing customer understanding, brand strategy, and customer experience. But...
-
Report Create An Evolved Loyalty Strategy, Not Just An Effective Program
Executive Overview: The Customer Loyalty Playbook
October 10, 2017 | Emily CollinsBusiness-to-consumer (B2C) marketing professionals must help their firms mature their approach to customer loyalty to drive retention, engagement, and advocacy. Strategies that rely purely on...
-
Report Advance Your Approach To Customer Loyalty
Assessment: The Customer Loyalty Playbook
August 21, 2017 | Emily CollinsIf you are serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning,...
-
Report The Forrester Wave™: Customer Loyalty Solutions, Q3 2017
The 13 Providers That Matter Most, And How They Stack Up
August 14, 2017 | Emily CollinsIn our 30-criteria evaluation of customer loyalty solutions, we identified the 13 most significant ones — Aimia, Bond Brand Loyalty, Brierley+Partners, Collinson Group, Comarch, CrowdTwist,...
-
Report Vendor Landscape: Customer Loyalty Solutions
Tools And Technology: The Customer Loyalty Playbook
August 14, 2017 | Emily CollinsAre you among the many business-to-consumer (B2C) marketers who are trying to boost customer loyalty but confused by the number and variety of vendors offering loyalty solutions? The escalating...
-
Report Executive Q&A: Make The Most Of Your Loyal Advocates
Continuous Improvement: The Customer Loyalty Playbook
June 20, 2017 | Emily CollinsOne of the purported benefits of loyal customers is that they recommend you to friends and family — and recommendations and referrals are great ways to acquire qualified prospects who are more...
-
Report Marketers: Leverage Your Agency Ecosystem To Take Loyalty Beyond The Program
May 19, 2017 | Emily Collins, Sarah SikowitzLoyalty programs house valuable insights that drive customer-centric experiences across the life cycle. But they are often buried or isolated from the rest of marketing's branding, acquisition, and...
-
Report How Consumers Really Feel About Loyalty Programs
May 8, 2017 | Emily CollinsLoyalty programs are ubiquitous, but consumer appetite for the promise of savings and recognition is not dwindling. Consumers are asking for more and expect programs to deliver beyond the points....
-
Report Be A Loyalty Company, Not A Company With A Loyalty Program
Vision: The Customer Loyalty Playbook
January 31, 2017 | Emily CollinsCustomer loyalty strategies come with a lot of baggage: They are synonymous with points and discounts. But it's time for a reality check. Loyalty is both behavioral and emotional, and companies...
-
Report Marketers: Use Email To Cultivate Your Relationship With Loyal Customers
Best Practices For Retaining Relationships Through Email
January 31, 2017 | Emily Collins, Rebecca McAdamsLoyal customers engage more, spend more, and are more likely to consider and recommend a brand for future purchase. Yet loyalty and email marketers communicate with them the same way they connect...
-
Report Five Keys To Unlock Additional Funding For Customer Loyalty
January 11, 2017 | Emily CollinsCommitting to customer loyalty requires ongoing investment in initiatives that influence both the rational and emotional drivers of loyalty. Intuitively, executives understand that this is a...