Jonathan Reeve’s Post

Loyalty? Shukran شكرا (Thanks) Loyalty points is a late 18th century reward system that businesses use to incentivize repeat customers. It evolved into stamps in 20th century, and further transformed with digital loyalty programs in the 21st century, revolutionizing customer engagement, creating a sense of belonging and appreciation and fostering an emotional connection with the brand, leading to long-term loyalty. Recognizing this, Landmark Group (The UAE conglomerate with a celebrated Indian Founder Micky Jagtani) launched Shukran in 2010 to create a unified loyalty program across its diverse retail brands. The goal? To enhance customer engagement and retention in the competitive MENA retail market. Fast forward to 2024, Shukran has successfully captured the market, boasting over 10 million members in the Middle East offering a unified experience across physical stores as well as online platforms, resulting in a 30% increase in repeat purchases. 📈How did they capture the market? 1. Extensive Reach & Multi-Brand Approach: Leveraging Landmark Group’s diverse retail portfolio that includes brands like Splash, Home Centre, and Max, connecting over 57 brands (even partnering with non-Landmark brands) across the Arabian Gulf, Jordan, and Egypt, offering a varied ecosystem for customers to earn and redeem points.    2. Omnichannel Integration: By seamlessly integrating physical stores and online platforms, they ensured a unified customer experience. This strategy has driven a 30% increase in repeat purchases from loyal members. 3. Personalization at Scale: Every customer has unique buying pattern so they utilized advanced data analytics to personalize offers and rewards. This targeted approach has led to a 25% uplift in customer engagement. 4. Tiered Membership: 3-tier membership. Providing more privilege and reward to higher tiers. The revenue model of Shukran is quite impressive. Members spend 40% more per transaction compared to non-members. Data-driven decisions optimize operations, contributing to a 15% annual revenue growth for Landmark Group. Key Value Proposition? Globally, they are holding against giants like Starbuck's Rewards and Sephora Beauty Insider, but Shukran outperforms through culturally relevant rewards and promotions, appealing to a wide demographic across various retail categories. They also leveraged digital transformation to get even better by Transitioning from physical card to virtual digital card adapting to the changing market. Future of Loyalty Programs?  - The global loyalty management market was projected to grow last year from $6.47 billion in 2023 to $28.65 billion by 2030, at a CAGR of 23.7% - On average, companies have invested or plan to invest ~$375K USD in the launch or revamp of their loyalty programs. - 80% of companies who measure the ROI of their loyalty program reported a positive ROI, earning 4.9X more revenue than what they spend, on average

Does sephora has the best loyalty program marketing? Across the retail loyalty landscape, many programs are focused only on transactional loyalty where points equal prizes and discounts are rife. For Sephora, the loyalty program’s success correlates more closely to community and emotional-drivers. Research has found that almost 75% of what drives customer engagement and loyalty are emotional perks. Now more than ever customers decide to engage with brands based on emotional loyalty drivers. One method of acting on an emotional driver is to provide birthday perks through a loyalty program. Sephora surprises members across all tiers with birthday gifts, tapping into that personal element. These gifts include mini-sets from coveted brands such as Kat Von D and Drunk Elephant. These added loyalty perks give shoppers an incentive to join the loyalty program. The Sephora loyalty program benefits from personalized program perks. Current and future VIB and Rouge members can personalize their perk options. Members can pick one of three benefits for the year, such as extra points, sharing makeover experiences with a friend or quick shipping. By allowing members to choose their perks, they’re ensuring that their loyalty program is adaptable to each member’s needs. This level of personalization empowers customers to take control of their loyalty program to make it something that gives them personal benefits. The Sephora loyalty program boasts 17 million members in North America alone. These members are responsible for approx 80% of the company’s sales. Through their loyalty program, they bring customers to the Sephora website even when they aren’t shopping. Improved engagement leads to cross-sell and increase in revenue. Not only does this brand engagement encourage people to spend more, it also increases customer loyalty.

Loyalty Programs still interests me. Like an unrequited love I guess. Hey everyone! I recently had a deep conversation with a friend in marketing about the execution of loyalty programs in retail shops. This discussion brought back memories from my stint managing loyalty campaigns, and it’s surprising how many of the same issues still persist. Here are some of the key points that still hurts a good idea of a program. 1. Fragmented Systems: Many stores still use outdated or fragmented point-of-sale (POS) systems that don’t sync well with modern loyalty platforms. This can lead to a clunky customer experience where points and rewards aren’t updated in real-time. 2. Staff Training: Store employees often seem undertrained in handling loyalty programs. I’ve seen them struggle with enrolling customers or redeeming points, which can be frustrating for both parties. Would help if they are in synch with what is communicated by brands on their newsletters and insta posts. 3. Real-Time Updates: Customers, including myself, expect real-time updates on loyalty points and rewards. However, many shops can’t seem to keep up, causing delays and confusion. 4. Lack of Personalization: Loyalty programs often feel one-size-fits-all, with generic rewards that don’t cater to individual preferences. Personalization could make these programs so much more appealing and effective. Just changing names on a communication is not personalisation. 5. Customer Engagement: There’s a noticeable lack of engagement from stores about their loyalty programs. Often, I’m not even reminded about the points I’ve earned or the rewards I’m eligible for. And sometimes my data is totally reconciled without me being informed. 6. Technology Utilization: While e-commerce platforms make it easy to use loyalty programs, physical stores often lag behind. Mobile apps and digital wallets could simplify things a lot, but they’re not widely adopted yet. 7. Persistent Challenges: Despite these issues being discussed repeatedly in market reviews, significant barriers remain in correcting them. Whether it's the cost of upgrading systems, resistance to change, or a lack of awareness about available solutions, these challenges continue to hold us back. What do you think? Have you noticed similar issues? Time we bridge these gaps and make loyalty programs more effective for everyone. Is there one program that’s running successfully on paper and on ground, like does your marketing plan reflect the same on ground when it comes to loyalty programs? Time to bridge this gap with a new thought. #CustomerLoyalty #Retail #LoyaltyPrograms #CustomerExperience #Innovation #retailtechnology

"Unlocking the Power of Loyalty Programs: 🛍️💳 Benefits for Retailers" In today's competitive retail landscape, businesses are constantly seeking innovative ways to attract and retain customers. One strategy that has proven to be highly effective is the implementation of loyalty programs. 🌟 But what exactly are loyalty programs, and how can they benefit retailers? Let's dive in! Customer Retention: 🤝 Loyalty programs foster a sense of loyalty among customers by offering rewards, discounts, or special perks for their continued patronage. By providing an incentive for customers to return, retailers can increase customer retention rates and build long-term relationships. Increased Customer Lifetime Value: 💰 Loyalty programs encourage repeat purchases, leading to higher customer lifetime value. As customers work towards earning rewards or reaching higher program tiers, they tend to spend more over time, boosting revenue for the retailer. Data Collection and Customer Insights: 📊 Loyalty programs enable retailers to gather valuable data about their customers' preferences, shopping habits, and demographics. This data can be used to personalize marketing efforts, improve product offerings, and enhance the overall shopping experience. Improved Customer Engagement: 📲 Loyalty programs provide a direct channel for retailers to engage with their customers. By communicating special offers, promotions, and personalized recommendations, retailers can deepen customer engagement and loyalty. Word-of-Mouth Marketing: 🗣️ Satisfied loyalty program members are likely to spread the word about their positive experiences, attracting new customers to the retailer. Positive word-of-mouth can be a powerful driver of sales and brand advocacy. Competitive Advantage: 🏆 In a crowded marketplace, a well-executed loyalty program can set a retailer apart from its competitors. By offering added value and rewards, retailers can attract and retain customers who are seeking a superior shopping experience. Inventory Management: 📦 By analyzing customer purchasing behavior through their participation in a loyalty program, retailers can gain insights into product preferences and demand trends. This allows for more accurate inventory management and helps retailers optimize their product offerings. In conclusion, loyalty programs are a valuable tool for retailers looking to build customer loyalty, increase sales, and drive profitability. By offering rewards, discounts, and personalized experiences, retailers can create a loyal customer base that keeps coming back for more. 🌟💼

Mr. Owl confidently proclaimed it takes three licks to get to the Tootsie Roll center of a Tootsie Pop. And while Mr. Owl’s individual methodology could be questioned — just as the actual number may be one that “the world may never know” — asking an impossible question like “how many licks” is still as vital as ever. I thought of that impossible question when I read Bizrate Insights recent “The State of Customer Loyalty” study, particularly in its findings that 67% of consumers say it takes at least four purchases to consider themselves loyal to a brand. This, the study says, “means every interaction and nuance in the customer experience matters.” I guess it’s not how many licks that’s important … so much as it is to make every lick count. In deciding where to shop, 68% said price and value was the most important factor, followed by high-quality products (56%), free and fast shipping (42%), and excellent customer service (29%). Loyalty programs ranked seventh with 18%, but the study says “what gets people to shop with your brand won’t be exactly what makes them a loyal shopper.” “Core factors like cost, quality, and free and fast shipping top [that list], but when it comes to true loyalty, consistently delivering on these foundational components is key,” the study says. “1 in 3 consumers say the biggest reason they’re loyal to their favorite brand is that their purchasing experience constantly matches their expectations.” In order to deliver that experience and consistency, the study recommends utilizing technology to monitor customer sentiment throughout the journey. 81% of the shoppers surveyed said they’re more likely to buy from a brand with a loyalty program than one without one, but “effective loyalty programs go beyond rewards.” “Beyond the must-have loyalty program benefits, brands can satisfy and delight customers when they go the extra mile through surprise gifts and offers,” the survey says, pointing to the 57% who said offers and gifts are the most wanted perks. “Nearly half say they’d most appreciate upgraded services as an extra program feature (46%), and a third want the erasure of point minimums. … True loyalty requires meaningful touchpoints that make customers feel appreciated, engaged, and rewarded as individuals throughout their entire experience with your brand.” 67% said a personalized experience is somewhat or very important when shopping online, with more than half saying that loyalty programs tailored to their preferences (61%) and special offers based on their shopping habits (57%) were most valued. “When it comes to personalization, consumers seem to be saying it’s important to get the fundamentals right,” the study says. “Prioritize loyalty programs and offers tailored to their individual preferences and behavior, before focusing on other features like virtual try-ons and digital shopping assistants.” (Photo Source: Bizrate Insights)

Category, Merchants, and Loyalty Marketing in Retail and Grocery Understanding the Components Category: This refers to the specific product grouping within a store. For instance, in a grocery store, categories might include produce, dairy, meat, bakery, and household items. Merchant: This is the business entity that owns and operates the retail store. It's responsible for setting prices, managing inventory, and providing customer service. Loyalty Marketing: This is a strategy used to encourage customer loyalty and repeat business through rewards programs, personalized offers, and other incentives. The Interplay in Retail and Grocery Stores How Categories Impact Loyalty Marketing: Targeted Offers: Merchants can tailor promotions to specific categories based on customer buying habits. For example, a grocery store might offer a discount on produce for frequent shoppers. Category-Specific Rewards: Loyalty programs can offer points or bonuses for purchases in certain categories, incentivizing customers to explore different sections of the store. How Merchants Use Loyalty Marketing to Drive Sales: Customer Segmentation: Merchants can divide customers into segments based on factors like purchase frequency, spending habits, and demographics. This allows for more targeted loyalty programs. Personalized Promotions: Using customer data, merchants can send personalized offers and recommendations, increasing the likelihood of purchase. Tiered Rewards: Loyalty programs with tiered levels (e.g., bronze, silver, gold) can offer exclusive benefits to high-value customers, encouraging them to spend more. Examples of Loyalty Marketing in Grocery Stores: Points-Based Programs: Customers earn points for every dollar spent, which can be redeemed for discounts or free products. Personalized Coupons: Based on purchase history, customers receive targeted coupons for items they frequently buy. Subscription Services: Grocery stores might offer subscription boxes or meal kits with exclusive discounts for loyalty members. Partnerships: Collaborations with other retailers or brands can provide additional benefits for loyalty members. Benefits of Effective Loyalty Marketing Increased Customer Retention: Satisfied customers are more likely to return and make repeat purchases. Higher Average Order Value: Loyalty programs can encourage customers to spend more per visit. Valuable Customer Data: Loyalty programs collect data that can be used to improve marketing strategies and product offerings. Enhanced Brand Loyalty: A successful loyalty program can strengthen customers' emotional connection to the brand. By understanding the interplay between categories, merchants, and loyalty marketing, retailers and grocery stores can create effective strategies to drive sales, build customer loyalty, and gain a competitive edge. Edward E Marshall III

Strategies to Increase Supermarket Sales Implement Loyalty Programs Offer customers membership cards or loyalty apps that provide points for every purchase. Points can be redeemed for discounts or gifts, encouraging repeat visits and higher spending. Seasonal and Thematic Promotions Organize promotions based on holidays or seasons, such as Christmas or Lunar New Year. Create themed displays and offer discounts on related products to attract attention. Product Bundling Encourage customers to buy more by bundling related products. For example, offer a discount when purchasing pasta with sauce or bread with butter. In-Store Events and Sampling Host cooking demonstrations or provide free samples of new or featured products. These experiences engage customers and encourage them to try and buy products. Optimize Store Layout Place high-margin products in areas with the highest foot traffic. Use endcap displays to highlight promotions and impulse-buy items near checkout counters. Personalized Marketing Use customer data to send personalized offers, such as discounts on products they frequently buy. Targeted email campaigns and SMS can help engage customers effectively. Enhance Customer Experience Ensure clean and organized shelves, provide helpful staff, and offer a seamless checkout experience to improve customer satisfaction and loyalty. Introduce a Children's Play Area Setting up a play area allows parents to shop comfortably while their children are entertained, encouraging longer shopping times. Expand Payment Options Accept various payment methods, including credit cards, digital wallets, and installment plans, to make it easier for customers to purchase. Promote Online and Delivery Services Create a user-friendly website or app for online shopping and offer delivery services. This attracts busy customers and expands your market reach. Leverage Social Media Use platforms like Facebook, Instagram, and TikTok to announce promotions, share recipes, and engage with your audience. Partner with Local Suppliers Offer locally sourced products to appeal to community values and differentiate your supermarket from competitors. Introduce Discounts and Sales Use discounts, "buy one get one free" offers, and special deals to attract bargain-seeking customers. Focus on Fresh Produce Highlight fresh fruits, vegetables, and other perishables with attractive displays and regular promotions, as these are key factors for customer retention. Offer Subscription Services Provide subscription plans for essential items like milk, bread, or eggs, ensuring consistent sales and customer convenience.

🌟 𝐓𝐡𝐞 𝐅𝐮𝐭𝐮𝐫𝐞 𝐨𝐟 𝐋𝐨𝐲𝐚𝐥𝐭𝐲 𝐏𝐫𝐨𝐠𝐫𝐚𝐦𝐬 𝐢𝐧 𝐚𝐧 𝐎𝐦𝐧𝐢𝐜𝐡𝐚𝐧𝐧𝐞𝐥 𝐖𝐨𝐫𝐥𝐝 🌟 As customer expectations rise, Loyalty Programs are becoming critical for 𝐫𝐞𝐯𝐞𝐧𝐮𝐞, 𝐫𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧, & 𝐛𝐫𝐚𝐧𝐝 𝐚𝐝𝐯𝐨𝐜𝐚𝐜𝐲. Post-pandemic, 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐫𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 efforts are 25% more effective than before. 🔑 𝐖𝐡𝐲 𝐋𝐨𝐲𝐚𝐥𝐭𝐲 𝐏𝐫𝐨𝐠𝐫𝐚𝐦𝐬 𝐀𝐫𝐞 𝐊𝐞𝐲 𝐭𝐨 𝐆𝐫𝐨𝐰𝐭𝐡 𝐢𝐧 𝟐𝟎𝟐𝟒: 𝐑𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 𝐃𝐫𝐢𝐯𝐞𝐬 𝐏𝐫𝐨𝐟𝐢𝐭: A 𝟓% 𝐢𝐧𝐜𝐫𝐞𝐚𝐬𝐞 𝐢𝐧 𝐫𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 can boost profits by 𝟐𝟓-𝟗𝟓%, with repeat customers spending 𝟔𝟕% more than new ones. 📈 𝐎𝐦𝐧𝐢𝐜𝐡𝐚𝐧𝐧𝐞𝐥 𝐁𝐨𝐨𝐬𝐭𝐬 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 🌐: Programs that work across 𝐩𝐡𝐲𝐬𝐢𝐜𝐚𝐥 𝐬𝐭𝐨𝐫𝐞𝐬, 𝐚𝐩𝐩𝐬, & 𝐰𝐞𝐛𝐬𝐢𝐭𝐞𝐬 drive 𝟗𝟎% 𝐫𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧, compared to 33% for those without integration. 📱💻 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐢𝐬 𝐊𝐢𝐧𝐠 👑: 𝟗𝟏% 𝐨𝐟 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 prefer brands offering tailored rewards based on their behavior. Hyper-personalized offers increase conversions by 𝟐𝟎𝟎%. 🎯 𝐑𝐞𝐟𝐞𝐫𝐫𝐚𝐥𝐬 𝐃𝐫𝐢𝐯𝐞 𝐎𝐫𝐠𝐚𝐧𝐢𝐜 𝐆𝐫𝐨𝐰𝐭𝐡: Referrals convert 𝟓𝐗 𝐡𝐢𝐠𝐡𝐞𝐫 than traditional leads. 🌱 𝐆𝐚𝐦𝐢𝐟𝐢𝐞𝐝, 𝐌𝐮𝐥𝐭𝐢-𝐓𝐢𝐞𝐫 𝐑𝐞𝐰𝐚𝐫𝐝𝐬: Programs with 𝐭𝐢𝐞𝐫𝐞𝐝 𝐥𝐞𝐯𝐞𝐥𝐬 (Silver, Gold) increase engagement by 𝟔𝟖%, as customers are motivated to unlock perks over time. 🏅 📈 𝑾𝒉𝒂𝒕 𝑫𝒐𝒆𝒔 𝒕𝒉𝒆 𝑭𝒖𝒕𝒖𝒓𝒆 𝑯𝒐𝒍𝒅? 🌍 𝐒𝐮𝐬𝐭𝐚𝐢𝐧𝐚𝐛𝐢𝐥𝐢𝐭𝐲: Future loyalty programs will offer 𝐞𝐜𝐨-𝐟𝐫𝐢𝐞𝐧𝐝𝐥𝐲 𝐫𝐞𝐰𝐚𝐫𝐝𝐬. 𝟕𝟓% 𝐨𝐟 𝐜𝐨𝐧𝐬𝐮𝐦𝐞𝐫𝐬 now prefer brands that align with their values. ♻️ 📊 𝐀𝐈-𝐃𝐫𝐢𝐯𝐞𝐧 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧: 𝐀𝐈 & 𝐌𝐋 will power real-time, tailored rewards, increasing engagement 𝐛𝐲 𝟓𝟎%. 🤖 💼 𝐁𝟐𝐁 𝐋𝐨𝐲𝐚𝐥𝐭𝐲 𝐆𝐫𝐨𝐰𝐭𝐡: By 2025, B2B loyalty programs will 𝐠𝐫𝐨𝐰 𝐛𝐲 𝟒𝟎%, offering custom benefits to business partners. 𝑬𝒏𝒉𝒂𝒏𝒄𝒆𝒎𝒆𝒏𝒕𝒔 𝒕𝒐 𝑺𝒕𝒂𝒚 𝑪𝒐𝒎𝒑𝒆𝒕𝒊𝒕𝒊𝒗𝒆: 🔄 𝐎𝐦𝐧𝐢𝐜𝐡𝐚𝐧𝐧𝐞𝐥 𝐈𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐢𝐨𝐧: Loyalty points, rewards, and promotions must be accessible 𝐚𝐜𝐫𝐨𝐬𝐬 𝐚𝐩𝐩𝐬, 𝐰𝐞𝐛𝐬𝐢𝐭𝐞𝐬, & 𝐬𝐭𝐨𝐫𝐞𝐬 to ensure a consistent customer experience. 📱 𝐌𝐨𝐛𝐢𝐥𝐞-𝐅𝐢𝐫𝐬𝐭: With 𝟔𝟏% 𝐨𝐟 𝐥𝐨𝐲𝐚𝐥𝐭𝐲 𝐞𝐧𝐫𝐨𝐥𝐥𝐦𝐞𝐧𝐭𝐬 conducted via mobile, loyalty programs must prioritize 𝐦𝐨𝐛𝐢𝐥𝐞 𝐮𝐬𝐚𝐛𝐢𝐥𝐢𝐭𝐲—including mobile wallets, contactless rewards, and real-time notifications. 💡 𝐀𝐑 𝐚𝐧𝐝 𝐆𝐚𝐦𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧: Future programs will integrate 𝐀𝐮𝐠𝐦𝐞𝐧𝐭𝐞𝐝 𝐑𝐞𝐚𝐥𝐢𝐭𝐲 and immersive challenges to engage users. For example, AR can let customers visualize rewards or unlock perks. Are you ready to future-proof your loyalty program?🚀 #LoyaltyProgram #CustomerEngagement #Omnichannel #AI #Personalization #Gamification #Sustainability #CustomerRetention

I got a question. ❇️ How can I build customer loyalty and encourage repeat purchases on my ecommerce platform? So, I got the reply and below is the detail. Building customer loyalty and encouraging repeat purchases on your ecommerce platform is crucial for long-term success. Here are some effective strategies to achieve this: Personalized Communication: Tailor your communication with customers based on their preferences, purchase history, and behavior. Send personalized emails, offers, and recommendations to make them feel valued and understood. Loyalty Programs: Implement a loyalty program where customers earn points or rewards for every purchase. Offer incentives such as discounts, freebies, or exclusive access to new products to encourage them to return. Exceptional Customer Service: Provide excellent customer service at every touchpoint. Respond promptly to inquiries, resolve issues efficiently, and go the extra mile to exceed expectations. A positive experience will foster loyalty. Quality Products and Services: Ensure the quality of your products and services is consistently high. Delivering on promises and meeting or exceeding customer expectations builds trust and encourages repeat business. Social Proof and Reviews: Showcase positive reviews and testimonials from satisfied customers to build credibility and trust. Encourage customers to leave reviews and share their experiences on social media to attract new customers and reinforce loyalty. Exclusive Offers and Promotions: Offer exclusive deals, early access to sales, or limited-time promotions to reward loyal customers. Make them feel like VIPs and give them reasons to choose your ecommerce platform over competitors. Community Engagement: Create a sense of community around your brand by engaging customers through social media, forums, or user-generated content. Encourage them to interact with each other and with your brand, fostering a sense of belonging and loyalty. Continuous Improvement: Regularly gather feedback from customers through surveys or reviews and use it to improve your products, services, and overall shopping experience. Showing customers that their opinions matter reinforces their loyalty. Convenient Shopping Experience: Streamline the purchasing process, optimize your website for mobile devices, and offer flexible payment options to make shopping convenient and hassle-free for customers. A smooth and seamless experience encourages repeat purchases. Follow-Up and Retargeting: After a purchase, follow up with customers to thank them for their business and offer related products or complementary services. Use retargeting ads to remind them of items they viewed but didn't purchase, keeping your brand top of mind. By implementing these strategies, you can effectively build customer loyalty and encourage repeat purchases on your ecommerce platform, fostering long-term relationships with your audience and driving sustainable growth.

p5 DELIVERING GREATER VALUE THROUGH LOYALTY AND PRICING This requires a deep dive into legacy data systems and often also requires the creation of new business and customer-facing metrics and attributes—such as elasticity-based propensity scores—that need to be created and maintained After the data foundation is set, teams need to conduct heavy amounts of quality assurance and checking to ensure that the data is accurate. Companies often underestimate the difficulty of this step.Once the data foundation is set and checked, teams need to build complex models to answer questions like the following: What is the next best action for the customer? What is their promotional sensitivity, and does it differ by category or product? What is the best channel and timing for the customer to engage? Once all the models are created and validated, they need to be integrated into existing operational processes that are connected to automated tools and downstream execution channels that can handle the new levels of complexity. To execute these strategies well, consumer-facing companies need a range of tools to manage and deliver content and offers at the individual customer level, with up to billions of versions required for hundreds of millions of customers Keeping everything clear and simple for customers The single biggest challenge retailers face is translating the complexity of loyalty and pricing integration into a simple, personalized experience for customers.The objective is to use new processes, analytics, and automation to give the customer the right experience at the right moment, rather than offering a swirl of touches that result in a chaotic and unorganized experience.Businesses that do this well rely on advanced decisioning capabilities—embedded as part of the new automated marketing technology stack—to prioritize and distribute the appropriate touchpoints. If done well, customers might never realize that their experience differs from someone else’s. If not done well, companies risk flooding their customer bases with excessive and disconnected touchpoints Now, more than ever, customers are expecting more from their favorite businesses. Brand promiscuity is at an all-time high at a time when loyalty programs have proliferated. At the same time, few companies have made real advances in differentiating their customer value propositions through integrated pricing, loyalty programs, and better personalization Finally, the sector is ripe for evolution. Driving loyalty alone isn’t enough to retain and engage customers, while pricing alone is becoming less effective. Improving the holistic customer value proposition with an integrated pricing and loyalty strategy can fuel greater future growth. But it isn’t easy and requires new ways of working, deep analytical capabilities,and tools for integration and dynamic changes over time. But companies that can capitalize on this new capability may well speed ahead to the leading edge of the consumer-facing economy