Defining Loyalty: How Customer First loyalty can drive success in retail

The concept of rewarding loyal customers to drive engagement is nothing new in retail. Creating an emotional connection and rewarding shoppers for their custom is an age-old strategy which is fundamentally built on making things more convenient for the consumer. However, in a rapidly evolving sector, the loyalty approach is constantly changing.

The fight for loyalty has intensified during the pandemic, but access to customer data has never been more achievable and with greater insights comes greater personalisation and greater opportunity. Armed with a direct line to customers, brands have the ability to understand not only macro trends about behaviours, but deeply granular insights into individual shoppers too. As a result, today’s loyalty programmes are more intelligent, more sophisticated and more profitable than ever before.

Download this report to explore the potential of loyalty in post-pandemic grocery retail, looking at loyalty trends, common loyalty programme features, how to measure loyalty and what the future of loyalty could look like.