Loyalty360 and Acxiom surveyed 130 marketing leaders to find out how well they’re building loyalty with customers. The results revealed that marketers struggle to connect the customer data that would help them understand their most valuable audiences and create the relevant, personalized experiences that would engender loyalty between customers and brands.
This “loyalty divide” has three causes:
- Poor use of connections in CRM systems
- Improper use of Net Promoter Scores (NPS)
- Insufficient application of social signals that should serve to build deeper understanding of valuable audiences
Real loyalty is something that consumers provide a brand based on trust and is not merely a program created by the brand. Read this paper to understand how brands can utilize all customer touch-points across the enterprise to build brand trust.