1、The Omnichannel Guide to Retention&Loyalty R E F R E S H E DWith insights from:The Omnichannel Guide to Retention&Loyalty:Refreshed2 27Whats in this guide3 Introduction 4 Exploring loyalty trends9 Creating an omnichannel retention and loyalty strategy17 Omnichannel retention and loyalty in action24

2、The path to true customer loyaltyThe Omnichannel Guide to Retention&Loyalty:Refreshed3 27Unpacking our obsession with customer loyaltyWhy do we,as marketers,obsess over customer loyalty?The answer is simple:loyalty drives profitability.It costs significantly less to retain a customer than to acquire

3、 a new one.Loyalty is also a key indicator of long-term growth.It reduces churn,increases customer lifetime value,and sustains competitive advantage.On a deeper level,customer loyalty means were doing our jobs right.It means were not only connecting our customers with products and services they love

4、,but also building a valuable community of brand advocates who feel seen and heard.For these reasons,improving omnichannel retention and loyalty is a worthy goal for any marketer.In this guide,youll find data from our recent Customer Loyalty Index,combined with hands-on use cases and success stories

5、 to inspire you to build meaningful connections with your customers that go beyond points and prizes.In 2022,customers belonged to an average of 16.6 loyalty programs.However,only 55%of loyalty program members were active.GartnerBrands and retailers rely on purchase discounts(77%)and loyalty program

6、 points(61%)to drive retention and loyalty.Retail TouchpointsOn average,less than half(49.8%)of loyalty program rewards are redeemed by loyalty program members.Antavo55%61%49.8%The Omnichannel Guide to Retention&Loyalty:Refreshed4 27Exploring loyalty trendsThe Omnichannel Guide to Retention&Loyalty: