Consumers today are channel agnostic, demanding a baseline digital experience that will achieve their desired outcomes. Meeting their expectations is no longer sufficient; exceeding them is what wins their loyalty in the post-pandemic era, and drive success this holiday season and beyond, brands must prepare now.
For those brands fortunate enough to gain new customers during the pandemic, the big challenge is how to keep them. Brands may think new customers will stick around, but leaving is easy for consumers. If you fail to deliver, including on new promises made during the pandemic, somebody else will be waiting to meet those expectations.
Loyalty programs are essential to the overall brand experience. A transactional “do/get” value exchange establishes functional bonds, but this tactic alone is not enough to build deeper emotional connections and weather future storms. Emotional loyalty strategies will be among the most successful in a post-pandemic world.
The challenges of loyalty program acquisition and adoption reflect the overall challenges of a burgeoning ecommerce market. Consumers demand more convenience, more rewards and more meaningful engagement – this applies equally to loyalty programs as it does to your store’s overall value proposition. Here are five ways to break the challenges retailers face with their loyalty programs.