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Especially if a loyalty program is part of your strategy. Customers do not react well to being told “you cannot join this brilliant rewardprogram because we need a control group and you’re in it”. Self-selection bias; this is the big loyalty program measurement challenge.
Especially if a loyalty program is part of your strategy. Customers do not react well to being told “you cannot join this brilliant rewardprogram because we need a control group and you’re in it”. Self-selection bias; this is the big loyalty program measurement challenge.
Since customers are losing patience with brands that don’t recognize them as people, or enable consistent, multi-channel engagement, this priority remains over-arching in 2020. Brands reward more touchpoints to grow emotional loyalty. Rewardprograms are changing, but they are not going away.
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