In times of social and economic change and the emergence of a “new normal,” it is more important than ever for companies to retain existing customers.
The American author Jeffrey Gitcomer once said provocatively, “Customer satisfaction is worthless, customer loyalty is priceless” – because merely satisfying a customer is not enough to retain him or her, but rather it is essential to inspire customers and thus to create lasting loyalty for one’s own company.
Next Generation Loyalty and knowledge of key loyalty drivers are crucial levers for mastering these challenges. And of course, as always, experience, innovative methods and consistent goal orientation help – in short, the Envolved formula for success: Experience, Innovation, Impact!

The following topics are covered:

  • Changing customer needs
  • dynamic-emotional vs. static-transactional
  • Change in loyalty drivers and the impact on loyalty programs
  • New communication channels
  • Measuring success in the future

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