Earlier this year, we published an article “Customer Loyalty Trends in 2016” in which we highlighted three key trends driving change in the loyalty landscape. In our Personalization: No Longer One-Size-Fits-All blog, we illustrated how personalization has moved beyond just messaging and into a more granular approach, utilizing data and analytics to create a truly individualized customer experience.
Building upon the underlying theme of customer engagement, the second key trend is Omnichannel. It is no secret that, now more than ever, customers expect to be addressed by a company with a single voice – seamless interaction across all communication channels, as if every channel effortlessly “talks” to the other.
When we talk about Omnichannel from a loyalty perspective, it’s about collecting customer interaction data across all touchpoints and building a 360 degree view of each customer and using that data to deliver highly personalized offers. Ultimately, it gives us a deeper understanding of customer behaviors and how to motivate customers accordingly.
To learn more about Omnichannel and the other trends discussed, read the full article here.