How customer engagement and loyalty create brand advocates
Rather than relying on demographics like income, customer tenure or other factors, we used Net Promoter Score (NPS) as the measurement for our analysis. We asked customers to identify as a promoter or a detractor, then analyzed the components within each brand and industry that contributed to their feelings. Brands using loyalty program software can take this a step further, automatically segmenting customers, delivering tailored incentives and tracking progress over time.
The research dives deep into the difference between promoters and detractors and how your loyalty program can reach both audiences. All brands have detractors, but brands can turn detractors into advocates via strong loyalty programs. How you do that depends on the change you’re trying to make in your programs.