Customer Loyalty in the Digital Age
- Ideal audience: Retailers, customer-facing businesses
- Recommended length: 30-60min
Loyalty programs have become the go-to digital tool for retailers to connect with customers and reward repeat behavior. Today, the average shopper belongs to 18 loyalty programs — so what’s the value of being the 19th app on their phone? The digital age has made it easier than ever to capture attention, but harder than ever to retain it. As technology evolves, so does customer behavior, forcing retailers to adapt in a world of growing competition.
In this talk, I’ll dissect the new paradoxes of loyalty:
- Why most loyalty members aren’t loyal
- How a promotion can be both too high and too low at the same time
- Why the biggest growth opportunities lies with the least committed customers