Where is Loyalty Marketing Headed in 2012? An Inside Look at Trends Impacting the World of Customer Loyalty
What’s on the horizon that will drive customer engagement and loyalty this year? Loyalty 360 asked their members to help uncover the key trends marketers believe will most impact the industry in 2012.
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Armed with the knowledge amassed during the last year, marketers are likely to call 2012 “The year of customer engagement.”
Despite the explosion of (or perhaps because of) the daily deal space, marketers realize that customer loyalty, versus acquisition, is critical for driving sustainable growth. Marketers that successfully cultivate loyal brand advocates do so by expectation matching—by implementing a true voice-of-customer model to get under the hood and create a comprehensive, 360-degree view of the customers.
Only when armed with this insight can marketers deliver a brand experience that matches (and ultimately exceeds) customers’ expectations.
