The Future of loyalty programs
Loyalty is no longer about points, discounts, miles, rewards; it is about the way the processes, technologies, ideas, interactions engage a person with the brand.
Brands also need to recognize customers at all touch-points, to deliver a quality customer experience.
Some predictions for the future:
- The only way to achieve loyalty is through deeper engagement
- There will be a renewed focus on customer retention and loyalty vs. customer acquisition
- The focus is on social media ROI
- Brands will increasingly use the rich information about customer buying patterns generated via loyalty programs to create more targeted marketing and messaging