The future of loyalty is more human and more creative than ever. Why? Because the past year has accelerated changes in the ways we work and learn, the ways we transact business, and the ways we connect with one another.
After the disruption and emotional turmoil brought on by COVID-19, social unrest, and divided politics, we’re more selective about how we spend our time and money, and we desire experiences that are both authentic and engaging. The things that matter to us have come into focus, and we care about protecting those, whether that means spending more time with our families, improving our personal wellness, and/or standing up for social justice. We’re looking for reassurance, safety, and security. And our focus is more local, more purpose-driven, and far more digital.
Here’s the short version: Loyal customers want more connection with brands.
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