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