Explore how loyalty programs are transforming to meet the challenges of 2024's uncertain landscape. Discover why customer-centric strategies hold the key to brand survival and growth, with insights on customers, configuration, and connectivity. Dive into the world of loyalty to secure your business's future success.
During 2023, the outlook has remained uncertain, with rising inflation, economic slowdowns and new variants of COVID-19 threatening to disrupt the recovery. How can brands and retailers survive and thrive in this environment?
Loyalty programmes are a tried-and-tested means to gain and retain customer engagement. Our recent survey shows that 70% of consumers spend more and engage more frequently with brands and retailers when they have signed up to the loyalty programme than when they have not.
Surprisingly, however, despite the prevalence of such schemes, many businesses operating loyalty programmes are not reaping the full benefit of their investment. With more focused attention, these programmes can evolve from transactional marketing tactics into a far deeper means to stay relevant to customers, and pave the way for long-term relationships that. Done well, and you will soften the cost of customer acquisition, improve spend patterns, and develop a wellspring of customer knowledge and insight to help shape the products and services of tomorrow.
Deloitte has a proprietary model that maps the most important levers for optimising a market-leading programme, helping clients configure schemes to truly reflect customer and market needs. We’ll also help you connect loyalty programmes with other activities across the business, to generate synergies and minimise internal friction between the programme and business operations.
Download the full article to find out more and ultimately what it takes to pioneer customer growth during uncertain times.
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Kasia Blicharz
Kasia is a partner in Advertising, Marketing and Commerce practice with focus on Consumer and Retail. She has 20 years experience in digital, data and marketing. She has worked with some of the leading FMCGs around embedding tech, making sense of data, instilling digital first culture and helping to create robust marketing organizations. Her passion is helping to translate and elevate human experiences into daily work of organizations. Her leading role in AM&C is helping clients to elevate their customer experiences through defining and building digital capabilities and way of working to execute on this. Typically this involves new digital and marketing strategies, technology (customer data, marketing automation, ecommerce tooling), content (brand strategy, UX/UI design, campaign content) and operating model components (governance set-up, make/buy/partner decisions, skill building and organization restructuring).
Nicholas Pinfold
Nicholas is a Digital Strategy Consultant within the Customer & Marketing practice in The Netherlands. He is an experienced consultant and has a deep understanding of omnichannel, loyalty and marketing. Nicholas has extensive experience within the retail and consumer products industry, helping clients on a range of topics such as channel strategy, market roll-out, customer experience and operating model. Nicholas is passionate about supporting clients such as Nike on customer-driven transformation initiatives specifically focused on driving growth from within the organisation. Nicholas has a passion for sport, innovation, and all things digital. Originally from New Zealand, Nicholas now lives in Amsterdam.