Where does customer loyalty lie? Retailers may offer discounts, points and get-one-free deals to try to keep customers coming back, but there are no guarantees they created loyalty. What is guaranteed, though, is that people tend to listen to what their friends and families think about a product or service. In fact, almost 7 in 10 customers who have been influenced by word-of-mouth. That’s a powerful social network to tap into.
Thanks to social media, companies today can do just that to create more authentic connections with their customers. Social loyalty: the evolution of the traditional loyalty program outlines how.