The rush of to-do’s on a Monday morning provided a fantastic reminder of how some brands get it right with customer loyalty and some continue to struggle. I’ll share the story of two contrasting approaches to customer loyalty in this post, then follow up later this week with a specific analysis of why brands emphasizing a pure acquisition strategy leave lots of customer value on the table.
Topics: Customer Loyalty
Earlier this week, our consulting firm Hanifin Loyalty engaged a service provider who presented an invoice to be paid via Square Cash. We managed to remit funds as requested but the transaction didn’t go down without a healthy debate between myself and my Digital Strategy Director about the efficacy and security of this new payment channel.