Today’s customers increasingly want to have a personalized experience with brands. Loyalty and reward programs have proliferated as a way to help deliver that experience, yet studies show customers are becoming less loyal.
Earning behavioral and emotional customer loyalty today requires the orchestration of highly relevant rewards programs within the larger digital and personalized customer experience. This means knowing your customer and prospect profiles and their history at a more detailed level than ever before. And it requires reaching them with the right product or content based on those actions and preference in the context that makes the most sense for each individual.
Organizations need to build the systems to enable this capability quickly, cost efficiently and in a way that enables future agility based on market changes.