While loyalty is seen as a key objective, most approaches today are built around publicity, branding, and swag (e.g., logoed caps or water bottles) rather than experience-based community building.
Goals and Objectives
Increasing repeat sales rate, customer lifetime value, and NPS, which is directly related to higher overall revenue growth
Hardware: IoT, smartphones, tablets, and wearables
Software: SMS, email, social, cloud, and mobile
Services: Business services
Use Case Summary
Identify relevant customer feedback to define what matters and why they buy or stay with the brand. Build social communities of customers with affinity to the brand and established loyalty with connectivity to broader social platforms (e.g., Instagram) and customer engagement platforms. Continuously validate across channels what is valued and ensure consistent innovations to address needs.