For Pierre Bourbonniére, the Chief Marketing Officer of North America’s fourth-largest public transit organization, Société de transport de Montréal (STM), the highly successful Merci loyalty program has taught him many useful lessons about customer loyalty.
“The biggest challenge is to provide continuous improvements, new features, new benefits, and new excitement so that customers don’t get bored and decide to disconnect,” he told Loyalty360. “Relevance and value delivered to the....