Three industry trends are putting pressure on B2C marketers:
Consumer spend is surging 27%
There is massive pent-up demand from consumers who are demanding a truly relevant omni-channel customer experience.
Defending spend costs more
Cookie-less future, IDFA & data privacy is increasing customer acquisition costs across all channels and forcing brands to increase LTV to maintain ROI on their media and advertising costs.
Video: Learn how brands are navigating a cookie-less future
Jumping through more hoops for less data
1st-party data is a requirement for brands who want to increase and protect customer lifetime value. However, consumers are extremely digitally savvy and demand reciprocal value for their data.
Video: Learn what loyalty leaders have to say about first-party data.
Brands are at a huge risk of losing customers because:
They bore easily
~70% of consumers
state that the offers brands send
them aren’t relevant.
They bolt quickly
Half of US consumer
shave left a brand they were loyal to
for a competitor that better met
their needs.
This is why 97% of brands say offer relevancy is critical to their marketing strategy
Our Methodology
For this study, Forrester conducted an online survey of 250+ B2C decision-makers responsible for strategy or execution of loyalty initiatives, and an online survey of 1,000 consumer respondents age 18+. The study began in January 2021 and was completed in February 2021.
Formation helps brands deliver on the last mile of offer relevancy
Dynamic Offer Optimization (DYNOO) is the easiest, most automated way to send millions of 1:1 offers at scale. This is made possible with Dynamic Actions & Rewards - customizable action and reward levers within each offer making it unique to each customer.
LEARN MORELearn how leading innovators are tackling these challenges today
Loyalty Programs are a Critical Component to Business Growth
Five Key metrics for your Loyalty Program
Machine Learning is a Key Component of Offer Relevancy
Why a first-party data strategy is crucial for loyalty programs