What is the future of loyalty?
According to Forrester, we are living and working in the "Age of the Customer". At rDialogue, we believe that's always been the case. However, many brands are only just now understanding that customers, truly loyal customers, are the ultimate source of growth.
With the advent American Airlines' AAdvantage over three decades ago, the path towards modern loyalty was paved. But in those three decades, the evolution of loyalty, and loyalty programs, has been slow. Brands focused on financial programs, while neglecting the other important drivers of customer loyalty. As disruptors, like Amazon, took hold in the industry, consumer expectations began to shift rapidly.
In this white paper, we discuss the following:
- Loyalty 1.0, 2.0, and 3.0, and what each looks like
- What "Amazonification" is and how you can adopt it for your brand
- Understanding what drives loyalty for your customers in today's landscape