Loyalty is in the midst of a rapid revolution. In a world where punch cards and discounts once ruled, consumers today have greater expectations of retailers. Earning customer loyalty requires retailers to offer compelling and personalized brand experiences. They must treat customers as individuals and offer a seamless experience across all touchpoints—instore, online, mobile, digital, and social media. To connect with consumers, retailers should measure consumer value beyond spend and take into account engagement factors that effectively demonstrate the many ways shoppers interact with a brand.
Engagement touchpoints help retailers not only understand their customers, but deliver essential data points that lead to increasing customer value. By using multichannel loyalty and engagement solutions, retailers can understand how often consumers engage across channels, how frequently they interact with a brand on social networks, when and how they champion the brand to their networks, as well as how often and why they buy.