Canadian retailers have long relied on points or rewards-based loyalty programs to keep customers coming back. But it’s time to embrace a new, broader definition of loyalty that moves beyond individual transactions and aims to build long-term relationships with customers who would come back even if the points program disappeared. Our latest report looks at the different factors that drives customer loyalty among Canadians, including:
Start putting your customers at the heart of every business decision.
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This study is about what it takes to get customers to come back again and again. When we say ‘loyalty,’ we often hear ‘points,’ but building loyalty goes far beyond the card. Your loyalty program is just one of many levers you can pull.”