How retail leaders keep customers

coming back

Enhancing customer lifetime value through loyalty and personalization

In today's fiercely competitive retail and consumer goods (CG) market, simply attracting customers is no longer enough. The imperative is to cultivate deep, lasting loyalty that drives sustained growth and revenue. Authored by our industry experts Chris Ford and Sanjeev Athreya, this whitepaper—born from an executive roundtable with loyalty and customer experience leaders from top global brands—explores the key opportunities and ongoing challenges in maximizing customer lifetime value.

Transform customer retention with proven approaches

To compete in today’s fast-moving retail technology landscape, brands need more than the basics. The “Loyalty That Lasts” whitepaper distills the collective expertise of industry leaders to help you:

• Build lasting trust through transparency: Learn how to ethically leverage data for hyper-personalization, balancing intuitive experiences with customer privacy and control.

   

• Meet the demands of Gen Z: Discover how to move beyond transactional loyalty and foster emotional connections with a new generation of customers who prioritize purpose-driven rewards and exclusivity.

   

• Empower customers with personalization control: Understand how giving customers direct control over their data usage builds trust and enhances loyalty, moving beyond one-time consent to continuous engagement.

   

• Embed sustainability, make it accessible: Explore how integrating sustainability into loyalty programs can align with evolving customer values and drive engagement, showcasing real impact over empty claims.

• Augment human connection with AI, don't replace it: Grasp the strategic application of AI to anticipate customer needs and enhance personalized experiences while maintaining essential human connection and trust through robust guardrails.