With fast-changing technology, harsh economic realities and the emergence of new customer engagement channels, how are you performing against your customers' expectations and how can you increase their loyalty?
To better evaluate the changes in the loyalty landscape, Collinson, formerly ICLP, commissioned a European research study with consumers across France, Germany and Switzerland. Our research findings demonstrate what consumers expect from brands they are loyal to and quantifies how brands are delivering against those expectations.
The research report highlights the opportunities for European brands to drive greater consumer loyalty and advocacy both now and in the future and explores:
- What consumers want and expect in terms of rewards, recognition and interactivity
- How consumers judge brands today and the impact on loyalty
- The importance of flexible rewards, instant gratification and mobile redemption
- The need to better balance social interaction with consumers.