Jenna Flateman Posner, senior vice president, strategy, Clutch, believes that, because their goals have always been so acquisition-focused, most brands see enrollment as the key success metric. But, she said that customers have preferences and needs that must be considered, and personalization and relevance must be at the forefront of any successful and sustainable loyalty program.
During a Loyalty360 webinar, “The Misalignment of Loyalty,” on Tuesday, presented by Clutch, Flateman Posner examined the challenges brands....