New Loyalty

Recent economic volatility has compelled brands to reexamine their operations and look for ways to cut costs. Unfortunately, for many brands, customer experience (CX) was one of the departments to suffer budget limitations. Being asked to do more with less has resulted in the reduction of many personalization initiatives. In fact, all that remained of these initiatives was conversion optimization, which is known to produce customer outcomes that hamper brand loyalty.

The net result of these cutbacks is an ever-widening “experience gap,” which is the disconnect between how well brands believe they are serving customers and how dissatisfied with those services customers really are. Our research indicates that brands have lost touch with the reality of customer satisfaction. It is important for brands to first acknowledge this misstep and then compose a strategy to reestablish that vital connection with consumers.

At frog, we partnered with Adobe on a new report that examines the state of CX and loyalty programs and how both can be improved. It’s all about delivering those hyper-personalized experiences modern consumers have come to expect. Together, frog and Adobe conducted research that yielded insightful brand and consumer data. Through Elevated Loyalty, brands can focus on making genuine connections instead of relying on outmoded, reward- and point-based systems.

Discover the four pillars of Elevated Loyalty

• From static to adaptive: evolving hyper-personalized experiences with generative AI (Gen AI).
• From fragmented to holistic: creating omnichannel loyalty experiences while using data to drive strategic growth.
• From individual to collective: co-creating experiences with customers and aligning loyalty initiatives with meaningful social causes.
• From consumptive to regenerative: creating loyalty programs that reward sustainable and ethical choices.

Watch the webinar with leads from frog and Adobe as they dive deeper into the principles that inform the new world of hyper-personalization.