Ok, I’ll be the first to admit it – I used to look at loyalty programs all wrong. You know, the same way many brand execs still look at it: marketing as the entrée, loyalty as a side dish. But now that I know better (much, much better), I’m making it my mission to change how we – CX pros and marketers – think about loyalty. Everyone.
It’s no small feat, I know. I’ve done it before (in fact, I keep getting told I’m the “OG of CX” – a nickname I love). As part of the original group of game....