Loyalty Landscape: The State of the Industry

The 2019 Loyalty Landscape survey is now open: https://www.cvent.com/d/l6qqty 

Brands are expanding loyalty strategies beyond the traditional loyalty program functionality. Customer experience and customer engagement are becoming critical parts of the customer loyalty scheme. Budget allocation to customer loyalty is on the rise.

The expansion of loyalty as process, not just a program, is creating growing pains. Brands say they are struggling to accurately measure the costs, impact and success.  Companies are still relying on short-term metrics to assess loyalty tactics and strategies, despite the notion that loyalty happens in the long-term.

Customers are enrolling in programs, but brands fail to keep them engaged and active. Program membership and retention rates are strong, but active participation and reward redemption rates are below 50% for most brands.

Winners of the Loyalty360 Awards are taking a different approach than the market at-large and see success as a result. While the winners were more likely than the market at-large to use a traditional points-based program, they also recognize the importance of including a wide variety of tactical components in their loyalty strategy. The group is also using a wider range of metrics to assess loyalty marketing effectiveness.

Customer loyalty is in the midst of a reinvention, spurred by the promise of new technologies, customer data and measurability. The Loyalty Landscape report will bring clarity to the current and future states of customer loyalty. Building on the insights revealed in previous reports, the 2018 report will include benchmarking metrics and longitudinal findings. By participating in this research, you'll gain the benchmarks and insights that loyalty professionals tell us they are clamoring for!

Click here to participate in the 2019 Loyalty Landscape: https://www.cvent.com/d/l6qqty 




Do you feel there is a lack of competitive benchmarks, technology metrics, objective technology assessments, or shared industry terminology that hinders your ability to effectively implement CX efforts?