Where the Best Laid Loyalty Plans Often Fall Short

In this #Hashtags episode, Gartner analyst Halle Stern surfaces a glaring flaw in many loyalty programs: the lack of a clear plan for communicating about them. The discussion includes how marketing leaders should leverage customer insights to communicate about the program across the customer journey, and how to collaborate with internal partners to get buy in for the program.Halle Stern is a Senior Principal Analyst in Gartner’s marketing practice. She helps clients to better understand their customers’ needs and challenges to improve customer experience outcomes such as customer satisfaction, loyalty, retention and advocacy.