“Loyalty is more important now than ever — this is clear to us as we’re seeing how brands are handling the COVID-19 crisis. As loyalty members are often a business’ highest value customers, and the customers you most want to retain, brands are re-examining what they can be doing to reposition the role and value of their loyalty program to give their customers that extra love and support to show they’re recognized.”
– Kognitiv
Four loyalty areas discussed in the interview:
- Being flexible in the rules applied by the loyalty program
- Good communication with the program customers
- Engaging with ‘social giving’ options in the program
- Supporting brand employees as well as program customers
