While a new year means new opportunities for retailers, the importance of a successful customer loyalty program remains as important as ever. Companies need to build a trusted, positive emotional connection between their brand and their customer to drive new business and nurture brand advocates.
But in the digital era, the methods to accomplish this goal are rapidly shifting. Knowing your customer is one thing; successfully using the right tools such as artificial intelligence, augmented reality and chatbots to enrich the customer experience is another story altogether.
