62% of Retailers Increased their 2015 Budgets to Enhance Loyalty Programs, According to Boston Retail Partners’ Survey

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BRP SPECIAL REPORT: Loyalty Programs – Rewarding the Customer Experience

2015 BRP Special Report - Loyalty Programs
One of the best ways to know the customer, reach the customer and deliver the right shopping experience is through a loyalty program.

According to a new special report by Boston Retail Partners (BRP), retailers recognize the need to evolve their loyalty programs to satisfy today’s savvy, tech-enabled customer. The BRP SPECIAL REPORT: Loyalty Programs – Rewarding the Customer Experience, addresses how consumers’ behaviors and shopping habits have evolved through new technology and expanded channel offerings. This shift requires loyalty programs to go above and beyond the traditional “earn points and receive rewards” structure to play a key role in enabling the unified commerce experience and reinforcing customer relationships.

Today’s loyalty programs need to strengthen interactions with the customer and increase loyalty by enabling enhanced services and rewards, such as:

  • Real-time customer identification in-store to enable guided selling
  • Customized rewards based on customer preferences
  • Gamification to engage customers and encourage social interaction
  • Mobile tracking and redemption of rewards and offers

“One of the best ways to know the customer, reach the customer and deliver the right shopping experience is through a loyalty program,” said Ken Morris, principal, Boston Retail Partners. “Offering customers exclusive perks, relevant incentives and personalized rewards encourages them to identify themselves while shopping and allows the retailer to further tailor the experience.”

Key findings in the BRP SPECIAL REPORT: Loyalty Programs – Rewarding the Customer Experience include:

  • Loyalty programs are a top priority for 46% of retailers
  • 883% more retailers plan to have the ability to identify customers when they walk in the store via their smartphones in five years
  • 181% more retailers plan to use gamification within loyalty programs in five years
  • 56% of retailers plan to participate in mobile loyalty applications in five years

To download the complete BRP SPECIAL REPORT: Loyalty Programs – Rewarding the Customer Experience, visit: https://bostonretailpartners.com/2015-brp-special-report-loyalty-programs/

The BRP SPECIAL REPORT: Loyalty Programs – Rewarding the Customer Experience silver sponsors include Aptos and Enactor.

About Boston Retail Partners

Boston Retail Partners (BRP) is an innovative and independent retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants' deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm's unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience & Engagement | Order Management
Merchandise Management | Supply Chain | Information Technology | Private Equity

For more information on BRP, visit http://www.bostonretailpartners.com.

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David Naumann
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