What Consumers Think of Loyalty & Rewards Programs
What’s changed and what’s here to stay? These are the questions every marketer is contemplating, as shifts in consumer behavior take hold. With changes stemming from amplified concerns about health and financial safety, as well as heightened awareness about social justice, it’s clear that creating an emotional connection and building trust remain essential for brands to thrive.
The events of 2020 have also shifted some perspectives on loyalty, so we’ve refreshed our annual Loyalty Barometer Report to provide a status update on consumer priorities and how you can adapt your loyalty programs to meet and engage consumers where they are.
Key findings for 2020:
Reward utility is critical
Gamification and engagement are must-haves
Rewards experiences should be personalized
Thank you and surprises drive emotional connections