CRM stats you need to know: The loyalty illusion; why points don’t mean connection
We’ve built an entire industry on the illusion of loyalty.Every brand’s got a program.Points. Perks. Tiers. Badges.You spend, you earn, you repeat. But let’s be honest, that’s not loyalty.That’s choreography. McKinsey found that 78% of consumers are enrolled in at least one loyalty program, yet only 18% feel emotionally connected to the brands they buy […]