Today\u2019s customers are sharper, savvier and more selective than ever before. They expect relevance and personalisation, and for those that can\u2019t deliver on a valuable customer experience, the impact on customer retention and churn can be severe.<\/p>\n
Our latest research shows that a lack of unified customer intelligence is undermining loyalty strategies for 60% of businesses, making it difficult to deliver a personalised, value-driven experience. When customers don\u2019t feel recognised or understood, they walk.<\/p>\n
With 67% of business leaders believing they\u2019ll lose customers over the next year if they don\u2019t dramatically improve the customer experience, and 56% believing they\u2019ve\u00a0already\u00a0lost them, brands are under more pressure than ever to deliver standout experiences.<\/p>\n
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AND Digital\u2019s newest research report,\u00a0Know me or lose me<\/em>, surveyed 250 C-suite and data leaders across businesses between \u00a3200 million and \u00a32 billion in revenue in the UK. With accompanying opinion pieces from leaders who were instrumental in schemes like Tesco Clubcard and Nectar, we uncovered their challenges, fears and expectations around loyalty.<\/p>\n What we found was that although 53% said poor customer experience has already cost them millions, 57% stated they are still expected to improve customer experience without an increased budget.<\/p>\n Businesses know what\u2019s at risk, but they\u2019re struggling to keep pace. Whether due to budget constraints, or, as our research found, legacy systems and fragmented data, many are continuously falling short of what modern, intelligent customers expect.<\/p>\n Customers now want experiences that are relevant and deeply personal. They\u2019re value-driven and are quick to switch brands when expectations fall short.<\/p>\n Loyalty needs to be used as a strategic tool that encourages customers to engage more while feeling valued. Without understanding their end-to-end journey, it\u2019s impossible for businesses to truly deliver a personalised brand experience. A connected customer experience demands a connected, customer-first culture, built on a foundational data infrastructure to provide real-time insights.<\/p>\n With 66% of businesses shifting budgets away from acquisition and towards retention, and 71% agreeing that data is the most important factor in delivering a high-quality customer experience, it\u2019s a step in the right direction. With the right mindset, data and technology, brands can build real connections that last.<\/p>\n To succeed, it\u2019s clear that loyalty needs to move away from being a simple points programme, to be a personalised, purpose-driven experience built on relevance and value.<\/p>\n From composable platforms and AI tools to a unified customer view, the tools are there to help businesses better understand and serve their customers better. But technology alone isn\u2019t the answer.<\/p>\n True loyalty comes from putting customers at the heart of everything – aligning teams, connecting data and delivering experiences that feel intuitive, personal and consistent at every interaction.<\/p>\n This isn\u2019t about having the biggest tech budget. It\u2019s about using what you have, creatively and strategically, to build meaningful, lasting relationships.<\/p>\n Because today\u2019s customers are saying one thing loud and clear: know me, or lose me.<\/p>\n<\/h3>\n
Enter the intelligent customer<\/h3>\n
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The opportunity ahead<\/h3>\n
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