Today, everyone is talking about loyalty programs. Not us. We’d rather talk about loyalty. Programs can be an important part of this, but not the full solution. No matter how hard you try, you can’t manufacture loyalty, but you can earn it by carefully growing your relationship with the people who matter most to your business. We know you’re not looking for just loyalty to a card, a currency, a coalition or cash. You’re looking for loyalty to your brand.
Since 1929 when James Maritz pioneered the idea of the ‘gold watch’ as a way to reward loyal behaviors, we’ve been studying what makes people feel, think and choose as they do.
We believe that true brand loyalty is built and sustained by recognizing and optimizing the value exchange between the customer and the brand at every stage in the customer’s lifecycle. It grows from the emotional bond forged between a customer and a company when promises are fulfilled and is nurtured through our core solutions – Strategic Design, Loyalty Systems and Lifecycle Engagement.
If loyalty is your destination, customer engagement is your journey. By connecting with the people who support your brand, you have an opportunity to draw them in, inform and influence them at every stage of their relationship with you. This is beyond just personalization of communication and involves a symphony of time- and event-based data triggers, optimized by insights and analytics. These help you communicate in significant and timely ways, serving up hyper-relevant offers and added value at every stage of the lifecycle. It is driven by SYNAPZE, our comprehensive loyalty and engagement engine, that allows us to collect data from an infinite number of touch points, and factor those varied signals into our collective understanding of what customers are thinking and feeling right now. By considering the ways people receive information (print/desktop/mobile) and the clues they give us through social media and location-based apps, we can quickly process and analyze data to alert you to opportunities you can act on. As a result, you are able to connect with your customers in an authentic way and invite them to connect with you, too. That’s how beautiful friendships get started and grow.
2013 Loyalty Report
Curious about how your program ranks against the top Loyalty Programs in America? Interested in how best to communicate to your most loyal customers? For a preview of the report, click here.