Understanding the financials and measuring your way to success
Discover the economics behind successful loyalty programs and learn how to drive and measure future success. A loyalty program’s effectiveness is defined by both customer engagement and its financial impact on your brand. This report dives into the metrics and models that leading brands use to assess ROI, member impact, and profitability across loyalty initiatives. From balancing financial and experiential rewards to segmenting high-value customers, you’ll find the tools you need to understand the true economics of loyalty. Equip your business with insights that drive sustainable growth and maximize the value of every customer interaction.
Written by Nicholas Pinfold & Benthe Maertens-Gommers
Building true, lasting loyalty is no longer about rewards points or simple discounts. It’s about creating deep, personalized connections that resonate with consumers on an emotional level. Loyalty is a complex, multi-faceted strategy requiring innovation, careful planning, and alignment with customer values. Our latest report, "What it Takes to Win in Loyalty," unveils the powerful strategies brands are adopting to foster loyalty that goes far beyond mere transactions.
Deloitte’s recent insights reveal that today’s consumers are looking for more than traditional loyalty perks. Increasingly, consumers are drawn to brands that align with their values, support sustainability, and make a positive impact. This report explores how successful loyalty programs are evolving to meet these expectations. Brands that truly excel in this space are willing to innovate and adapt—using data-driven, highly personalized approaches to keep customers engaged and inspired.
We provide a roadmap covering essential strategies for designing loyalty programs that both attract new customers and cultivate lasting relationships with high-value clients. Through in-depth analysis, the report highlights the value of personalization, showing how brands can use AI to deliver relevant, timely rewards and interactions that genuinely resonate with each customer. By creating loyalty ecosystems that involve partnerships across industries, leading brands are offering customers a wider array of benefits that fit seamlessly into their lives. This strategy broadens the program’s reach, allowing brands to tap into new, loyal audiences.
The report also delves into frameworks for measuring the return on investment (ROI) of loyalty initiatives. Effective loyalty programs balance customer satisfaction with business objectives, ensuring the financial sustainability of the program, while driving meaningful growth. Our research explores how loyalty leaders leverage robust financial models to measure program impact. By understanding and tracking key metrics, brands can fine-tune their loyalty offerings, ensuring that each customer interaction contributes to both customer satisfaction and long-term profitability.
To help brands apply these principles, the report outlines a six-step framework—from defining loyalty ambitions to segmenting audiences and launching targeted initiatives. With this framework, brands can shape loyalty strategies that are both effective and will grow with shifting consumer preferences and market trends.
"What it Takes to Win in Loyalty" is a toolkit to build lasting customer connections that drive growth and stand the test of time. Whether you’re launching a new program or refining an existing one, this report equips you to redefine loyalty for a new era.
Download the report now to start positioning your brand as a leader in this essential space.
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What it takes to win in loyalty
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Get in touch
Sudev Nath
Sudev leads the eCommerce practice for Deloitte in the Netherlands and has over 15 years of management consulting experience in Digital transformation, eCommerce strategy and Experience Platforms implementation. He has led multiple transformational engagements across B2B and B2C and is very close to eCommerce and Digital Marketing technology
Nicholas Pinfold
Nicholas is a Digital Strategy Consultant within the Customer 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.