?? Customer Loyalty Programs: Are They Really Working? ??

I recently came across an interesting read about a Harvard Business Review Magazine article on “Why Customer Loyalty Programs Can Backfire” Let's dive into what it highlights!

?? Customer Loyalty Programs: Are They Really Working? ??

Loyalty programs are meant to strengthen customer relationships, but they can also backfire if brands do not live up to their customer’s expectations.?

Loyal customers are often the most frustrated when service issues arise. Their higher expectations can turn small problems into big disappointments. If not handled with utmost care, there are high chances of customers not trusting the brand anymore ???

?With the boom in online shopping post-pandemic, a seamless experience is no longer a "nice to have" – it is essential ???

Today’s consumers want more than just discounts or refunds. Genuine empathy and understanding is crucial in forming long-lasting relationships ??

Here’s what I feel - Customer loyalty isn’t just about perks or points. It's all about maintaining the trust and emotional connection with your customer. Brands that go above and beyond by showing empathy and cultural awareness build relationships that truly last. As customers, we invest our time and patience, but in return, we expect to be valued and understood?

What do you think? How can brands better manage loyalty and customer expectations in today’s landscape? Let’s discuss! ????

Many thanks to Anika S. for sharing this insightful article!

#CustomerLoyalty #CX #BrandExperience #CustomerEngagement #Marketing #Ecommerce #CustomerExpectations CustomerSatisfaction #LubinSchoolOfBusiness