Four Questions for Rosalind Hunter on Developing Loyalty

Published on January 19, 2023

In the digital era, savvy consumers can very easily compare brands and their price points, making it that much more difficult to drive loyalty. We caught up with industry expert Rosalind Hunter, to find out what businesses can do to engage their consumers and gain loyal customers.

1. What’s the first thing to consider when trying to develop loyalty and personalization

First, it’s important to focus on the what, rather than the how. What do you want to achieve? For example, you may want to look at things like: increasing consideration, growing share-of-wallet, encouraging cross-selling, and improving conversion. These then become your starting pillars from which you can start developing the how, i.e. a loyalty or personalization strategy.

2. What are the different touchpoints for implementing a loyalty and personalization strategy?

There are many different touchpoints along a customer’s journey where…

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