.customer loyaltyin a digital age

bridgeReinventing Loyalty Programs for the Digital Age

building a

ARE TRADITIONAL LOYALTY PROGRAMS BROKEN?Loyalty programs are meant to engage. But the are not. Key reasons for the negative sentiment is the lack of reward and relevance.

H O W T O E N G A G E ?

.engagementIt starts with segmentation

Make it personal

Integrate with

customerexperience

“By integrating mobile loyalty, payment, and in-store digital experiences, we are creating game- changing technologies and experiences for our customers, and the opportunity to introduce new lines of business for our company.”- Starbucks CEO Howard Schultz

loyaltyReinventing

Engage your customer, loyalty will followDesign loyalty programs with the needs

of a digital consumer in mind

programs

DesignObtain a contextual viewof customer needs and behaviors

Implem

entB

uild predictive behavioralm

odels

MeasureEstablish appropriate metrics

to measure success

Iterate

Con

tinua

lly e

volv

e th

e pr

ogra

mba

ses

on c

hang

ing

cust

omer

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ds

Developing an engagement-based loyalty program

Need Show me value Recognize me Inspire me

Implication Quality and value Personalized Engagement Inspiration and advocacy

.customer needsand their impact on loyalty program design

privacyat the heart of the program

put data

• Simple Communications

• Value Exchange

• Transparency

• Control and Access

• Ongoing Dialogue

B 2 B M A R K E T I N G I N N O V A T O R S