In its just released executive briefing, “Where is Loyalty Headed? An Inside Look at Trends Impacting the World of Customer Loyalty,” Loyalty 360 – The Loyalty Marketer’s Association shares insights from industry leaders about what’s on the horizon that will drive customer engagement and loyalty this year. The customer loyalty think tank asked its members to help uncover the key trends marketers believe will most impact the industry in 2012. A number of areas of focus bubbled to the top, including customer experience, loyalty programs, social media and online marketing, mobile, and data.
“Despite the explosion of the daily deal space – or perhaps because of it – marketers have come to realize that customer engagement and loyalty, versus acquisition, are critical for driving sustainable growth,” explains Mark Johnson, CEO of Loyalty 360. “As such, loyalty is a much bigger, broader, richer and increasingly complex idea than it has been in the past. Loyalty is no longer about points, discounts, miles, rewards; it is about the way the processes, technologies, ideas, and interactions engage an individual with the brand. The insights shared in this briefing will give marketers a deeper look into the key issues impacting the creation and implementation of effective loyalty strategies.”