Many of today’s marketers rely on loyalty programs to improve customer relationships and experiences. In fact, a majority of loyalty program marketers use this tool to manage customer retention and increase revenue, according to a survey conducted by Kobie Marketing.
During a recent Loyalty 360 webinar titled: “Omnichannel Loyalty: Maximizing Your Customers Experience,” industry professionals discussed survey results, trends impacting loyalty programs, and best practices in overcoming challenges from the social, mobile and local (SoMoLo) revolution.
In a Kobie Marketing white paper, titled: “Omnichannel Loyalty: Designing The Ultimate Customer Experience” ― which was based on survey results ― more than half (58%) of loyalty program marketers stated that customer retention drives their loyalty efforts. Approximately 48% of respondents pointed to revenue as a key consideration. “Not surprisingly, in a continually down or recovering economy, marketers focus on loyalty as a retention strategy,” said Emily Murphy, Customer Intelligence Analyst at Forrester Research. “This directly drives profitability and revenue, and improves engagement.”