Forrester Report - Q1 2019

Be A Loyalty Company, Not A Company With A Loyalty Program

66% of U.S. online adults who belong to a loyalty program say it saves them money, but only 41% agree these programs make them feel more loyal to a brand. According to Forrester, that’s because while consumer loyalty is evolving, B2C marketers are still hyper-focused on driving sales versus building long-term customer relationships.

Instead, companies should "develop a better understanding of loyal customers—their needs, motivations, and emotions—and apply those insights to recognize and be relevant to customers wherever, and whenever they choose to interact."

This Forrester report takes a closer look at:

  • Why loyalty programs aren't connecting with today's empowered consumers.
  • Ways marketers can better activate customer data to improve their loyalty strategies, acquire and retain more customers, and deliver personalized experiences.
  • How brands like Starbucks, True&Co, Wyndham Hotels & Resorts, and Sephora are leveraging loyalty insights effectively.

Read the Report: