As we completed the inaugural Loyalty Landscape: State of the Industry report and Loyalty360 awards in March, we were impressed with the depth and breadth of the responses. Coming out of the research, we added a sixth C to the Five C’s (community, commerce, content, collaboration and commitment) of loyalty. Confidence became the sixth C and it is THIS 6th C that differentiates the successful programs and processes from those who are challenged and struggling.
As we looked at the....