Changing Consumer Expectations

How the changing dynamic between brands and customers impacts brand loyalty


In 2016, rDialogue published a white paper about the evolving position of Loyalty 3.0, which called for a fundamental shift in what loyalty marketing should stand for: brands paying attention to customers and acting accordingly.

This year, we set out to conduct a proprietary research study and asked ourselves – what haven’t we seen in the market today that can help inform and validate our point of view on Loyalty 3.0? This research study begins to demonstrate that leading brands like Amazon are not only improving customer experiences, but are fundamentally changing consumer expectations for the better.