Customers become “brand partners” when companies shift from treating them as transactions to creating addictive experiences which meet and exceed customer’s needs.

Following are important findings from a new study on loyalty conducted by the Direct Marketing Association and Forrester Research analyst Tina Moffet:

58% of marketers were dissatisfied with their loyalty programs. And according to Moffet, that’s due to a majority still in an “earn and burn mentality.”

52% of marketers find it hard to understand customers across touch points. Read More