Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

What Does Customer Loyalty Mean In 2021?

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It seems nearly every company today has a loyalty program, but the meaning of loyalty itself is often still a mystery.

Customer loyalty in 2021 looks different than it has in the past and even than how many companies view it.

According to Bram Hechtkopf, CEO of marketing company Kobie, loyalty is more than just how a customer behaves. A customer who regularly purchases from the same company can appear loyal, but what matters more than the transaction is their emotional loyalty, or how they feel about a brand.

Hechtkopf breaks emotional loyalty into three areas: status, habit …
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Customer Experience Roundup, February 11, 2019

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Perhaps more than anything, customers love to be appreciated. And everyone loves a free perk. Loyalty programs play a huge role in customer experience. Not only do they reward devoted customers and encourage people to come back to the company, but they can also promote brand awareness.

Why Many Customer Experience Programs Are Still Failing To Deliver

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Brands with the strongest customer experiences don’t just let it happen—they are proactive and innovative to create forward-thinking customer solutions.