Communication’s significance within the larger customer experience puzzle cannot be overstated. Simply put, effective brand communication is among the most crucial factors in fostering engagement with consumers. This is the goal for LoyaltyEdge, the loyalty solution division of financial institution American Express.
“What we’ve found in formulating our customer experience, is that we’re not able to slot our consumers into one type; rather, we look at the customers of our loyalty clients, and the ways in....