Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Humanity is what's missing from your loyalty program

Top priority now is to create human connections

Additionally, deeper loyalty can be achieved when brands know and engage their consumers, as 41% of consumers indicate that the most important way a brand can interact with them is by saying 'Thank You' for being a customer.

The report analysed how consumers feel about loyalty and rewards programs with insights on how marketers can improve marketing strategies and align them with consumer preferences and individual need states. It also features original research into loyalty program structures and the importance of building emotional relationships with consumers.

Consumers are interested in deepening their engagement with brands outside of earning rewards, with 33% saying they would like to be able to unlock additional features to find the right product.

Integrating different engagement mechanics into a loyalty program can further enhance the customer experience and provide new benefits outside of traditional rewards.

The report also takes a deeper look into gamification and personalization. Among the report's key findings:

• Consumers expect individualized experiences, but growing concerns and regulations around data privacy influence what information should be used and how the experience should be designed.
• Unlocking new features, accessing tools to help their shopping process, and participating in surveys or polls are top gamification and engagement-focused activities consumers would like to see in loyalty programs.
• The ability to drive their own experience is top of mind for consumers in 2020, as 85% want to choose their own rewards and benefits.

"Consumer behavior and consumption are shifting at an unprecedented pace. We're in the new loyalty economy where loyalty leaders grow revenue two and a half times faster than industry peers," said Chris Wayman, executive vice president and general manager of Promotion & Loyalty Solutions at Merkle. "Effective loyalty leaders are in relentless pursuit of deepening customer relationships through personalized experiences, rewards, and recognition that anticipate and address the individual needs of consumers."

Merkle surveyed more than 1,500 consumers in 2019 who were sourced outside of the programs it manages for clients. The responses came from US residents aged 18-65, allowing the data to be segmented from baby boomers to Gen X to millennials to Gen Y.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)