every dollar spent in-store sales
Source : UPS Pulse of the Shopper
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Look Up Product Reviews
Read Product Details
Compare Prices
Search for Product Alternatives
self-directed
shopping journey
Source : Customer Experience Index 2016, Forrester
okay :
okay
good
excellent
Customer experience
only sustainable
differentiator for brands
implementing
personalization 5
right
gamification
the overall business strategy
packaged goods compa-
nies decline
in brand loyalty
for
brands to show loyalty to
their customers
for customers
to show loyalty to the
brand.
Source : Kitewheel, 2014 10
doesn’t make
customers feel appreciated or valued
inspiring bargain
hunting.
Recommendations frompast purchases ѵƏѷ
Build Your Own capability ƔѶѷ
Personal Profile Ɣƕѷ
Mix and Match Ɣѵѷ
Source : Radius Global Market Research, 2016 13
satisfied with personalization 8X more satisfied
22%
millennials continue
participating
because of
gamification elements.
retailers plans to implement
Gamified loyalty programs are
going to become commonplace
78% agree Big Data
will change the way they do business
83%10%
60%60%
1 in 3
Build promotions to gather data
you are missing
loyalty program
Find opportunities to personalize,
customize, or gamify your program and
connect emotionally with consumers.
collecting data you can
actually use run promotions to fill
in data gaps
Launchfire
e-commerce and brick &
mortar as a holistic experience,
utilize person-
alization and gamification
more enjoyable and con-
venient to shop.
1. Deloitte, Navigating the New Digital Divide 2016 2. Deloitte, Navigating the New Digital Divide 2016 3. Deloitte, Navigating the New Digital Divide
2016 4. Experience vs Expectations: The Good, The Bad, The Opportunity, Forrester for Accenture 2016 5. 2016 Trends in Personalization, Evergage
6. 2016 Trends in Personalization, Evergage 7. Radius Global Market Research, 2016 8. 2016 Consumer Products Outlook, Deloitte 9. 2016 Bond Loy-
alty Report, Bond Brand Loyalty 10. The State of the Customer Journey, Kitewheel 2014 11. 2016 Bond Loyalty Report, Bond Brand Loyalty 12. 2016
Bond Loyalty Report, Bond Brand Loyalty Bond Loyalty Report, Bond Brand Loyalty 13. Radius Global Market Research, 2016 via Marketing Charts 14. Customer Loyalty in 2015 and Beyond,
Colloquy 15. Loyalty Programs: Rewarding the Customer Experience, Boston Retail Partners 2015 16. Loyalty Programs: Rewarding the Customer
Experience, Boston Retail Partners 2015 17. 2016 Data and Analytics Research, IDG Enterprise 18. Marketing Disruption II, Association of National
Advertisers 2015 19. The State of the Customer Journey, Kitewheel 2014 20. The State of the Customer Journey, Kitewheel 2014
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