According to the Aberdeen report Customer Loyalty 2012: Enabling Technologies for Customer Engagement, Conversion, and Retention, the top strategic action identified by omni-channel Leaders (top 30% of performers*) is expanding their use of digital channels to deliver targeted and personalized offers to their customers. The two main channels identified by Leaders are mobile and social. For 2012:
75% of Leaders are using or planning to use digital channels to deliver targeted....