Welcome to another roundup of articles, news, and insights about customer loyalty, retention, and rewards programs. Today we're talking about how to keep your most loyal customers, and dive into a classic loyalty case study.
"Customer loyalty also isn’t what some brands believe it to be. For example, customers who always buy the products a brand has on sale aren’t loyal. Many are simply looking for the cheapest option, which means they’re more loyal to the discount than to the brand."
"...It’s important not to lose sight of the CX side of loyalty. People have personal attachments to their favorite brands. If a consumer is won over by personalized outreach on social, it’s because she feels recognized as an individual. The email was just the medium, and the consumer was really won over by the moment’s emotional connection."
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