When Harlequin, a Toronto-based company that publishes women’s fiction, including 17 different romance series, was developing its loyalty program, Lucy Scinocca, Director of Loyalty and Customer Insight, said the company conducted customer journey mapping to make the customer’s reading life easier and more enjoyable, while focusing on developing 1-to-1 relationships.
Scinocca discussed the Harlequin My Rewards loyalty program during her session, “Harlequin My Rewards Delivers Tangible Business Results with Receipt....