How to Capture Customer Loyalty Now: 4 Takeaways to Help Navigate the Loyalty Landscape in 2021

After a year of anxiety and uncertainty, the widespread availability of vaccines in the U.S. has brought hope, and for many, a return to pre-pandemic activities. But even as the situation surrounding COVID-19 continues to evolve, the pandemic has permanently recalibrated many consumers’ mindsets — posing new challenges and opportunities for retailers’ customer loyalty programs.

The U.S. has the highest concentration of consumers who identify as being anxious about their mental, physical, and financial well-being, according to a global study of changing consumer behaviors by the consulting firm AlixPartners.1 Taking a closer look into the responses from American participants in this study, most consumers splinter into two distinct groups...

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