Loyalty programs help combat the marketer’s customer identity challenge

In a study on identity resolution from Forrester Consulting commissioned by Epsilon, Forrester found that, at best, only half of brands are capable of fundamental identity resolution capabilities, like finding customers across devices, controlling messaging frequency and building a unified customer profile. As marketers struggle to “connect the dots” between the ever-expanding number of devices customers use to connect with their brands, they often overlook an important ally in resolving customers’ identity across channels: a loyalty program.

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Jersey Mike’s, the nation’s leading fast casual sub sandwich franchise, wanted to reconnect with their lapsed customers and acquire new ones. Jeff Hemschoot, Marketing Director at Jersey Mike’s, explains, “Our goal was to test if digital could help us reactivate guests who hadn’t purchased in at least three months. We also wanted to target customers who have dined at competitors.”

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