TLDR

To bridge the widening gap between brand intentions and customer experiences, brands must elevate how they leverage loyalty data. By moving beyond traditional loyalty tactics, brands gather insights on how to deliver value to customers without disrupting the customer journey. Providing real value to customers fosters deeper relationships, differentiates from competitors and drives business results.

Why?

• Only 29% of customers feel understood by companies, and even less, 13%, feel valued by brands.
• 92% of brands say they deliver personalization, but only 33% of consumers say companies do a good job of creating relevant experiences.

In our recent webinar, "Unlock the Power of Loyalty Data with Annex Cloud and Forrester" hosted by Brendan Witcher, VP & Principal Analyst of Digital Business & Strategy, we discussed the important role that data-driven strategies play in today’s loyalty programs. As customer expectations change, brands need to effectively use their data to build meaningful connections and foster long-term loyalty.

Let’s explore the gap between how brands perceive themselves and how customers experience them.

Brands might think they’re delivering the experiences customers expect, but customers often disagree. By leveraging loyalty data, brands have a blueprint of how to deliver personalized value to their customers—a key differentiator in competitive markets. 

The Loyalty Disconnect

The loyalty landscape is shifting, and many brands are struggling to keep pace. Despite substantial investments, many loyalty programs are falling short of customer expectations. Forrester's research reveals a stark reality: only 29% of customers feel understood by companies, and even less, 13%, feel valued by brands.

“We need to break past this because when companies don't, they start to think their strategies or their views of the way the customer thinks about them is the right way to build toward success.” - Brendan Witcher, Forrester

To bridge this gap, brands must fundamentally reimagine their loyalty strategies. The key lies in harnessing data-driven insights to create programs and experiences that truly resonate with customers. However, this is not a one-and-done solution.

“You need to approach the idea of learning with data, not just opinions. In fact, many, many companies right now, I would say probably their biggest problem is that they're using opinions rather than data to drive their business.” - Brendan Witcher, Forrester

By continuously analyzing customer data and feedback, brands can craft tailored initiatives for different segments, ensuring their loyalty programs remain relevant, engaging, and impactful.  Effective loyalty programs are dynamic, and constantly evolving to meet changing customer needs and preferences.

“Once the customer is known and self-identified through loyalty programs, all this becomes powerful data versus interesting data. You can't drive your business with interesting data.” - Brendan Witcher, Forrester

Moving Beyond Superficial Tactics

Basic personalization tactics, such as birthday messages or personalized homepages, are no longer enough to drive meaningful engagement. If you're not seeing a lift from these superficial efforts, it's because they're not delivering real value to your customers. 

“Only 33% of consumers say companies do a good job of creating relevant experiences for them. And yet 92% of companies say they check the box on that “personalization thing”, we don't we don't need to work on it anymore. It's not about doing it. It's about getting it right. It's not about doing it all the time, either. It's about doing it right more often.” 
– Brendan Witcher, Forrester

Customers have expectations on how brands will use their data, a simple birthday message does not deliver enough value to warrant sharing zero- and first-party data. Brands that deliver an experience that clearly explains the value create trust in data collection, build deeper relationships, and win more business.

“The reality is you need to be overt when collecting data and covert when delivering personalization. The customer is okay with sharing it as long as they know why you're asking it: Number one and two that there's value, and three that they don't have to answer it.” - Brendan Witcher, Forrester

Creating Personalized Experiences at Every Customer Touchpoint

To create personalized experiences that truly resonate with customers, it's crucial to integrate data collection seamlessly into every touchpoint of the customer journey. This approach allows brands to gather valuable insights and deliver highly personalized experiences at each stage.

Awareness

In the awareness stage, brands should focus on learning about customer interests and preferences. By tracking browsing behavior and social media interactions, brands can understand which topics, products, or content resonate most with potential customers and serve up a tailored experience based on that information. Progressive profiling can help gather initial demographic information and broad preferences without overwhelming the customer.

“You can incentivize customers to share or talk about themselves beyond just a simple click, click, click through your website. You can start to understand them and know them and get to know them better.” - Brendan Witcher, Forrester

Consideration

During the consideration stage, brands should deepen their understanding of customer needs to help simplify the decision-making process for customers. By tracking product views and wish-list additions, brands can learn which features or benefits are most important to customers. Targeted surveys can reveal pain points, motivations, and comparison criteria customers use when evaluating products or services.

Purchase

In the purchase stage, customers should experience a smoother, more personalized buying process.  Transaction data and purchase history reveal not just what customers buy, but also when, how often, and in what combinations. With brands learning about their buying patterns and preferences, customers can benefit from personalized bundles, timely offers based on their shopping habits, and a streamlined checkout process that remembers their preferences.

Loyalty

As customers move into the loyalty stage, brands should focus on understanding long-term customer value and engagement patterns to maximize the potential of advanced segmentation. Loyal customers can expect exclusive offers tailored to their preferences, early access to new products or features that align with their interests, and personalized rewards that truly resonate with their lifestyle and values. Gamification can also provide valuable insights into what motivates customers and create fun, engaging experiences that drive repeat purchases.

Advocacy

Finally, in the advocacy stage, customers should gain recognition and a sense of influence within the brand community. As brands learn what inspires advocacy, these top customers can expect exclusive experiences, opportunities to provide input on new products or services, and special recognition for their loyalty.

By treating every customer touchpoint as a learning opportunity and a chance to deliver personalized value to customers, brands strengthen customer relationships, foster long-term loyalty, and create new ways to generate tangible business results. 

Harnessing Actionable Data for Value-Driven Loyalty

Not all data is created equal. The key to unlocking the power of loyalty lies in collecting and analyzing actionable data that aligns with your brand objectives. Forrester emphasizes that companies should focus on data that drives customer considerations and captures patterns in exploration and buying behavior.

“...the reality is that most of your competitors have this same information. What happens when you use the same data to create an experience that your competitors are using? The experiences turn out the same. If they're using gender and you're using gender, then they're going to be delivering the same experiences, because we kind of all have our assumptions about what certain genders want, certain age groups want." - Brendan Witcher, Forrester

If every brand thinks they’re delivering personalization, but customers feel no difference, they’re really creating a digital sameness that fails to resonate. To differentiate your brand and truly personalize experiences, you must peel back the layers of the customer profile like an onion, uncovering deeper insights that go beyond generic demographics. By focusing on data that drives customer considerations and captures patterns in exploration and buying behavior, you can create loyalty programs that truly resonate and stand out from the competition.

Identifying and addressing customer desires and preferences is crucial, as they serve as a clear blueprint for delivering relevant value to customers. By understanding customer motivations, brands can tailor their offerings and interactions to meet those needs effectively. This targeted approach not only enhances customer satisfaction but also fosters loyalty, as customers are more likely to engage with brands that demonstrate a genuine understanding of their experiences.

“Nobody visits a sustainability page unless they actually care about sustainability. And so we start to understand those nuances. And when they're a known customer, when you know it's Brendan who did that, you can actually take action on that. You don't send sustainability messages to your whole customer base because some people exited that page. You send it to the segment of people who showed this is important to me.” - Brendan Witcher, Forrester

When brands focus on addressing customer desires and preferences in their loyalty offering, they create solutions that resonate deeply with their audience and provide value beyond discounts. By no longer relying on discounts and promotions, brands can differentiate themselves in a crowded marketplace and build lasting relationships based on trust and relevance. This strategic advantage allows companies to develop loyalty programs that offer tangible benefits to customers while driving sustainable business results, moving beyond short-term transactional relationships to foster long-term customer loyalty and advocacy.

“You have a huge competitive advantage because you are showing me exactly what I need, not just what you think I need. And that becomes the difference between success and failure for many organizations today.” - Brendan Witcher, Forrester

Winning with Loyalty Data

To fundamentally elevate a loyalty data strategy, brands need to promote a culture of loyalty across their organization. This means ensuring that all departments—from marketing and sales to customer service and product development—understand the value of loyalty data and how to use it effectively.

"If you're going to go after data, there are four questions you need to answer. And the answer always has to be yes for these things: If the data is data you're going to collect through your loyalty programs, does it represent each customer clearly and accurately? Is it actionable enough to improve your marketing engagement strategies? This gets into the is it interesting or is it actionable? And then is it relevant for supporting our company's priorities, goals and objectives?" - Brendan Witcher, Forrester

By creating a unified, customer-centric approach, brands can deliver consistent, personalized experiences across all touchpoints.

“You craft the journey so that it makes sense for the customer to share that information at the right moment. This is what a good digital strategy looks like. As you start to understand the nuances of a customer and what they're curious about in the journey, whether it's on a product page, sign up page, when they're looking at their loyalty benefits or when they're picking their benefits.” - Brendan Witcher, Forrester

The future of loyalty lies in crafting data strategies that align customer needs with core business objectives. By moving beyond superficial tactics and leveraging actionable insights, brands can create loyalty programs that drive revenue and deliver value to customers.

To achieve this, brands need a powerful loyalty platform like Annex Cloud's Loyalty Experience Platform. This comprehensive solution allows brands to collect deep customer insights through progressive profiling at scale, gathering zero and first-party data over time. It incorporates gamification for engaging experiences, advanced segmentation for delivering relevant value based on customer preferences, and true omnichannel integration across your tech stack for a seamless experience. The platform also provides loyalty data to create lookalike audiences for marketing campaigns, helping brands capture new markets. With these capabilities, Annex Cloud empowers brands to grow loyalty programs that capture data, create personalized experiences, and ultimate increase customer lifetime value.

“Changing reality for you is that when it comes to loyalty programs, you really want to understand that you're not just delivering value, you want to learn as you go. So as you're creating this ecosystem, as you're learning more about customers through loyalty programs, you want to compound on that by delivering digital touchpoints that learn about customers as much as deliver experiences.” - Brendan Witcher, Forrester

Brands that master the art of translating loyalty data into meaningful actions will thrive. It's time to reimagine your loyalty strategy—not just as a marketing tool, but as a core driver of business success that resonates with customers and propels your brand forward.

To deliver the personalized experiences customers expect, brands must elevate how they leverage loyalty data. However, securing cross-departmental or C-Suite buy-in for advanced loyalty initiatives can be an uphill battle. That's where a solid business case becomes crucial.

We're here to help you build that case.

Schedule a free Business Case Strategy Session with Annex Cloud and let our experts guide you in articulating your strategy for leveraging loyalty data, setting clear metrics to measure success, and forecasting the profitability of your enhanced loyalty program. Become the champion for your loyalty program and overcome internal challenges with the support you need to drive success and deliver the experiences your customers truly desire.