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As a loyalty marketer, you likely have dozens of metrics and KPIs to help define what loyalty looks like to you. Acquisition, repeat purchase, active members, referrals, redemptions, promotion participation, and more. But consider the other half of this critical relationship – the consumer. To them, loyalty looks very different. And understanding what loyalty looks like to your consumers is the key to understanding the reasons they stay loyal – and ultimately if your program or....

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