The Loyalty Debrief

PSFK research and analysis has uncovered a new wave of innovation in loyalty programs. Forward-thinking companies are reframing their loyalty programs, moving away from traditional points schemes towards true customer empowerment—providing access to an ecosystem full of tools and services that are being used to deliver a premium consumer experience.

Rather than simply incentivize incremental purchases, these programs measure and reward behaviors like social shares, reviews and community participation. Instead of a one-size-fits-all approach, these programs are leveraging the data they collect to personalize their offerings, making them more relevant and providing more flexibility in how they are redeemed. This results in a deeper customer relationship that is less transactional and more reciprocal.

The Loyalty Debrief from PSFK explores how brands and retailers are reimagining their loyalty programs as long-term investments in their most valuable customers. This report provides best-in-class examples and actionable insights that will assist brands as they look to create modern-day loyalty programs, build better relationships with their customers and drive growth.

Published May 2019

The 20+ page report includes:

  • Key insights surrounding consumers’ desire for a loyalty program that offers personalized engagement and emotional connection beyond monetary rewards
  • 6 trends-based levers that represent key opportunities to drive deeper loyalty, supported by 18 exemplary case studies
  • 5 guidelines for innovating loyalty programs to offer holistic value
  • Applications and strategies for retailers in specific categories to leverage
Additional content:

  • Summary presentation deck
  • Link to The Loyalty Debrief webinar recording

This report is part of a series that PSFK has published on innovation in in retail and along the customer experience journey. Our reports provide business ideas to corporate members of our research intelligence service. In addition, we provide talks and ideation workshops based on the contents of our surveys and guides. Contact our sales team at sales@psfk.com or +1 646 520 4672 for more information.

REQUEST INFORMATION

Please provide your details so we can respond with more information about this report.

Insights From The Loyalty Debrief

Analysis Target And Reebok Are Driving Deeper Engagement By Rewarding Behavior Beyond Purchases

From PSFK's Loyalty Debrief, here's how three brands are fostering long-term consumer engagement by rewarding their loyalty members for a range of actions like social media shares and R&D feedback

Analysis Wayfair, Alibaba And CVS Marshal Pay-For-Premium Options To Engage Their Most Loyal Customers

From PSFK's Loyalty Debrief, here's how three brands are leveraging data from their most involved customers in order to ensure rewards programs remain relevant and compelling

Case Study Vans Family Program Offers Members Chance To Create Unique Kicks

Vans Family is the first loyalty program from the youth shoe brand, hoping to strengthen engagement and authenticity through exclusive offers like product customization and events access

Analysis From Target To Shiseido, Retailers Are Tailoring Their Loyalty Programs With Custom Rewards

From PSFK's Loyalty Debrief report, here's how three brands are analyzing consumer data in order to provide relevant and curated discounts and other personalized offers

Analysis Responsive Rewards Programs With Agile Incentives Offer New Customer Loyalty Opportunities For Firms Like Starbucks

From PSFK's Loyalty Debrief report, here's how three of today's top brands are increasing efficiency and flexibility in their benefits programs to encourage long-term consumer participation

Webinar Watch: Loyalty Debrief Webinar Video

PSFK President of Research & Strategy Scott Lachut and Senior Strategist Penn Whaling guide viewers through the 30+ page report detailing how brands and retailers are reimagining their loyalty programs as long-term investments in their most valuable customers

Analysis Why Nike, Sam's Club And More Are Personalizing Their Mobile Experience Using Loyalty Apps

From PSFK's Loyalty Debrief, here's how some of today's most innovative retailers are building centralized mobile platforms that provide personalized and superior assistance

Podcast Podcast: What Loyalty Means For Today's Consumers

In this episode, PSFK researchers share insights from the Loyalty Debrief report regarding how retailers are redesigning their membership and rewards programs, moving from points to passports to drive deeper engagement beyond purchases

Related CX Insights

Design How AI Is Helping Brands Like Shinola Harvest Insights For Better Design

With new tech tools that allow better online listening, retailers like Tommy Hilfiger and Shinola can ensure their products resonate with shoppers

Brand Activation & Immersion PSFK Research Paper Launch: Implementing Personalization In Apparel

Apparel industry mainstays and startups alike are taking personalized brand products and experiences to the next level, leveraging emerging technology and data collection methods to tailor the customer journey for today's over-saturated  consumers

Advertising What Mastercard's PRICELESS Restaurant Experience Says About The Future Of Brand Loyalty

PSFK visited Mastercard's new NYC restaurant and spoke to the brand's CMO about cultivating accessible brand loyalty for over-saturated consumers through immersive experiences

Entertainment How Rec Room Is Providing Digital-First Audiences A Space To Build Relationships

The CEO of the VR platform that allows people from all over the world to connect with each other in user-designed rooms and games tells PSFK about creating meaningful social experiences thanks to cutting-edge creative tech

Home PSFK Research Paper Launch: Innovating The Path To Purchase For Home Goods Consumers

Explore how home-centric brands are positioning themselves as lifestyle partners by investing in new services, activations and marketing strategies outside of the traditional path to purchase

Banks, Insurance & Financial Services Mastercard's Culinary Venture Brings Top Global Restaurants To Foodies

Mastercard has taken three top restaurants from a variety of countries to give consumers an immersive global experience from home

Delivery & Logistics Ikea, West Elm And More Are Increasing Flexibility With Subscription-Based Access

Furniture and home goods are now being offered in subscription-based programs from leading brands, catering to modern consumers who move frequently and value variety

Beauty Expert Insight: How Birchbox's Inclusive Rebrand Helps It Connect With Purpose-Driven Consumers

The subscription box is making self-care more accepting with genderless categories that promote inclusivity and naturally attract consumers like Gen Zers who look for mission-driven brands