The Great Loyalty Reset: Defining the Future of Loyalty for Retail and CPG brands
Original Presentation Date
Apr. 19, 2017
In today's retail and brand landscape, resetting loyalty is no longer a ‘nice-to-have’, but a ‘need-to-have’.
Examine why the loyalty program is the leading indicator of brand and retailer engagement.
Understand how this reset should be executed
The Great Loyalty Reset report looks at retail and CPG loyalty programs through a new lens and with new recommendations for loyalty program managers as they navigate a constantly evolving marketplace and a global pool of consumers whose shopping behaviors can be unpredictable. The report claims that a reset is critical for brands that do not currently have the ability to gather, analyze and leverage customer data, and urges the loyalty industry to re-examine the current state of program effectiveness across a variety of parameters.
Unless existing gaps and disconnects are addressed now, they will continue to widen until many programs become irrelevant or are upstaged by smarter programs whose propositions better serve and connect with consumers’ needs.
1-800-FLOWERS.com, Inc.: Getting to Know Your Customers Across Multiple Brands
CRM and campaign data integration is helping 1-800-FLOWERS better track lifetime customer value by measuring revenue per member, member activity, frequency of engagement, cross-brand shopping and other value-based activities.