Close Retail’s Customer Loyalty Gap With Human Interactions, Events And Brand Advocacy

As many as 57% of shoppers leave a loyalty program because it takes too long to earn rewards, and 53% leave because a program did not provide rewards they were interested in, according to a COLLOQUY study. While retailers have long sought to drive customer retention and repeat business with these programs, it’s increasingly apparent that there is a disconnect between what shoppers want out of a retail loyalty program and what most retailers are willing to offer.

The next generation of loyalty isn’t about simply trading dollars for points — 61% of brands offer both experiential and monetary benefits, a big jump compared to the 47% that did so in 2017, according to Gartner L2.

This Retail TouchPoints special report will provide examples of how loyalty is evolving, while highlighting the growing impact these changes have on shopping frequency, average spend, advocacy and referrals. It also will examine ways retailers are trying to meet changing customer expectations, including:

  • Why human interaction is still the most important aspect of building customer loyalty;
  • How lululemon and Lilly Pulitzer use “loyalty-like” elements, such as personalized content, to bolster their site and email experiences;
  • Why events can create a sense of “special access” to a retailer; and
  • How identifying the most profitable customers leads to increased brand advocacy.

Download Now

Access Now

Retail TouchPoints is a brand of Emerald X LLC. By clicking the button and submitting information, you acknowledge and agree that your information may be shared with and consent to communications from , Retail TouchPoints, corporate affiliates of Emerald X LLC, and other organizations such as event hosts, speakers, sponsors, and partners. Please read our Privacy Policy and Terms of Use for more information on our policies.

Thank you!

Click below to access this resource.

Access The Media Kit


Access Our Editorial Calendar

If you are downloading this on behalf of a client, please provide the company name and website information below: