With the widespread adoption of new technology and the significant growth of the omnichannel retail environment, customer and purchase behaviour has changed beyond recognition. Methods and channels of interaction with retailers are no longer linear and expectations are more demanding than ever before.
As a result of this retailers are reviewing their loyalty strategies, including their programmes, to ensure they are delivering the desired customer experience across all channels, increasing loyalty and maximising the potential commercial returns.
This report explores what key considerations retailers need to be addressing to drive loyalty.
