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  • B2C Marketing
  • Customer Experience Management
  • Emily Collins

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  • Webinar How To Be A Loyalty Company

    Thursday, February 13, 2020, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Emily Collins

    B2C marketers understand that earning customer loyalty requires more than just offering a loyalty program. Any interaction a customer has with a brand has the potential to impact their loyalty. But...

  • Report Chart Your Course To Customer Loyalty Maturity

    Roadmap: The Customer Loyalty Playbook
    November 15, 2019 | Emily Collins, Sarah Dawson

    B2C marketers trying to increase customer loyalty face many challenges, including myopic me-too strategies, disparate data, siloed customer insights, and inadequate measurement practices. If you...

  • Report Improve Loyalty Measurement With Behavioral And Emotional Metrics

    Performance Management: The Customer Loyalty Playbook
    October 4, 2019 | Emily Collins

    Earning 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...

  • Webinar So You Want To Hire A Loyalty Provider? Best Practices For Vendor Selection

    July 25, 2019 | Emily Collins

    Companies across industries are increasing their investments in loyalty marketing, but the landscape of providers is vast and often confusing. Based on the findings from our recent loyalty services...

  • Report The Forrester Wave™: Loyalty Technology Platforms, Q2 2019

    Tools And Technology: The Customer Loyalty Playbook
    April 9, 2019 | Emily Collins

    In our 28-criterion evaluation of loyalty technology platforms, we identified the 13 most significant ones — Aimia, Annex Cloud, Brierley+Partners, Cheetah Digital, Clutch, Collinson, Comarch,...

  • Report Perk Up Your Loyalty Program

    Continuous Improvement: The Customer Loyalty Playbook
    January 8, 2019 | Emily Collins, Arleen Chien

    Loyalty programs have been around for more than 35 years, and consumers are growing tired of their banality. B2C marketers looking to launch or relaunch programs need to orchestrate, package, and...

  • Webinar The Psychology Of Points

    December 18, 2018 | Emily Collins, Anjali Lai

    Brands across industries invest 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...

  • Report The State Of Loyalty Strategies 2018

    Benchmarks: The Customer Loyalty Playbook
    December 11, 2018 | Emily Collins

    Forrester recently surveyed 45 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 2019: B2C Marketing

    Consumer Power Pushes Marketers To Better Data And Experiences, But Not Without A Few Fumbles

    Almost halfway through the age of the customer, consumers are making their increasing power felt when dealing with brands. With customer preference and privacy taking center stage in 2018, B2C...

  • Report Now Tech: Loyalty Marketing, Q4 2018

    October 22, 2018 | Emily Collins

    You can use loyalty marketing vendors to develop loyalty strategies, design and manage loyalty programs, and measure your loyalty marketing efforts. But to access these benefits, you'll first have...

  • Report Brands Forget The Rules Of Modern Marketing When Crisis Hits

    Manage Risk And Reputation With A Customer-Obsessed Approach
    August 23, 2018 | Emily Collins, Jim Nail

    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...

  • Webinar Predictions 2018: The Revolution Of Customer-Obsessed Marketing Finally Begins

    March 8, 2018 | Emily Collins, Susan Bidel

    2018 is the year that a critical threshold of marketers stop talking about customer obsession and start doing something about it, triggering competitive turmoil and ecosystem angst. In 2018, this...