Introduction
Loyalty is more important than ever.It is a priority for everybrand owner,and digital experiences have changed the waycustomers want and expect to interact with the brands theybuy from.
But are businesses taking full advantage of everything digitalloyalty has to offer?Are the right platforms being invested inand how do you ensure they encourage positive customerexperiences to drive retention and growth?
The Apadmi Digital Customer Loyalty Report 2024 canvasesopinion from leaders in loyalty across retail,financial services,utilities and travel and leisure with the aim of understandinghow digital,and more specifically digital products,are
supporting personalisation,which audiences are being targetedand where the future focus will be.
Earn and burn points and exclusive offers are well-establishedand being used to good effect (59%and 72%respectively ofour survey recipients are already using these tactics in theirloyalty programmes),but gamification,tiering rewards andeven charging for paid membership are the current expectationand need to be delivered seamlessly to be effective.Businessesand brand owners know they need to get this right and digitalplatforms are the way to do it.
“The influence our daily digital experiences have on loyaltyis more powerful than ever,”says Apadmi’s Group ContentDirector Jake Sargent.”Getting it right isn’t easy,but thepotential to unlock value for businesses and their customerswith great mobile and digital products is really exciting.”The audience
The Apadmi Digital Customer Loyalty Report isbased on 91 responses from European businessesacross retail,financial services,utilities and traveland leisure.The respondents were in mid to seniorlevel roles with responsibility for areas includingdigital product ownership,customer loyalty,customer experience and CRM.
From sport shops to supermarkets,European banksto fast food,bus companies to broadband,theneed for increased customer retention andmore accurate data on customer behaviourremains the same.
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