Loyalty Programs in an Omnichannel World

MarTech Series – More than ever, consumers demand a fast, seamless and flexible shopping experience. They want to maintain their preferences across all channels—web, mobile, and within a physical store – and they want the perks of their loyalty programs no matter the shopping experience they choose. A recent survey from Boston Retail Partners found that 87 percent of consumers are interested in a personalized and consistent experience across channels.

By now, most retailers and brands are on board with loyalty programs and even have a successful one implemented. However, as consumer shopping habits evolve and their demands become more complex, loyalty programs need to be adjusted to compete in an omnichannel world.

According to Boston Retail Partners, 68 percent of consumers would choose a store that provides personalized/discounts over a store that doesn’t offer them. Therefore, personalization is yet another crucial aspect of a current loyalty program. Personalization should not be compromised as the customer moves from channel to channel.

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