According to Salesforce, nearly half of U.S. consumers have lost trust in a brand this past year, with many citing that they’d liked to have deeper relationships with the brands they love. As a result, brands are tasked with figuring out ways to build back that trust and keep customers engaged long term. While loyalty programs have been around for decades and are a great incentive to deepen connections, customers want more from their favorite brands than just standard rewards.
Traditionally, most brands’ loyalty programs followed similar frameworks: a customer would spend a certain amount and, in turn, receive a coupon or reward for their next purchase. While the customer is still essentially being “rewarded” for their patronage, this model doesn’t allow brands to personalize offers to consumers or enable one-to-one interactions.
Many brands are rolling out new loyalty programs or revamping existing ones in an effort to put the customer
Article source: https://www.mytotalretail.com/article/a-new-era-of-loyalty-programs-how-conversational-marketing-enhances-the-customer-experience/
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