Loyalty program members expect companies to offer compelling, individualized rewards and recognition as well as interactivity – particularly through social and mobile channels, according to Kevin Yeow, president of ICLP Americas, who discussed Crossing the Loyalty Chasm in a Loyalty 360-hosted webinar.
ICLP looked at how brands are shaping up against expectations in recent research conducted in conjunction with Forrester Consulting. The research conducted a worldwide survey of consumers across different industries.
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