Loyalty is moving off the transaction and onto the experience — away from digital convenience and towards affinity and advocacy, and away from point schemes that only ever measured what the company wanted. The argument is to measure for the customer rather than for the channel: a fast-food chain measuring each channel on its own terms is the cautionary example, because every channel hit its number while the customer's experience fell apart between them.
This summary comes from the resource page's own notes rather than the full session — the page presents it as episode notes. The link below goes to the piece in full.
READ ON CLICKZ →