Bond Brand Loyalty Webinar Featuring Forrester Research: The Future of Loyalty in the Age of the “Known” Customer

Watch this webinar on demand.

Today, leading brands and marketers are asking questions like: “How well do we really have to know our customers?” and “What are the emerging customer engagement imperatives?”

This is the era of the “known” customer, and it’s having a dramatic impact on loyalty. Digital is empowering marketers to move toward more efficient ways of identifying customers, more effective ways of collecting data, and personalize offers—what has been getting lost is the rich and engaging customer experience that authentically fulfills customer needs.

Forrester Senior Analyst Emily Collins together with Bond Brand Loyalty’s EVP Strategy Sean Claessen and Scott Robinson, VP Design & Strategy will offer insights and share trends shaping the loyalty landscape.

You will learn about:

• The importance of building loyalty to a brand, and not just to a (loyalty) program.
• A brand’s role in fulfilling higher-order customer needs in ways that go beyond discounts.
• Personalization best practices—What’s the right mix?—What’s effective?—What’s permissible?
• How technology holds promise in leading the re-invention of Customer Experience.
• Plus, examples of how noteworthy brands—Amazon, Nest, Tesla and others—are establishing new informal approaches to brand loyalty through a renewed focus on customer experience in the form of cleverly-applied technology like Amazon’s Dash Button and Nest’s thermostat.

This exclusive event will help attendees make the shift from awareness to understanding the key member engagement strategies that are critical to ensuring a successful loyalty program design or redesign.

About the presenters:

Emily Collins
Senior Analyst
Forrester

Emily is a senior analyst focused on customer loyalty, with an emphasis on trends, technologies, services, and analytics. She helps marketing clients navigate the evolving customer loyalty landscape and develop intelligence-driven loyalty strategies and programs. Her research examines consumer attitudes and the tools, skills, and processes required for B2C Marketing Professionals to successfully foster meaningful relationships with their best customers.

Sean Claessen
EVP, Strategy & ECD
Bond Brand Loyalty

Leading a team of Strategists, Creative Directors, Art Directors and Writers, Sean’s focus is on creating valuable and potent brand experiences for clients that blur the line between breakthrough creative and innovative strategy. He has extensive experience in youth marketing, heavy digital innovation, and developing experiential campaigns for brands such as The Home Depot, BlackBerry, Ford, SCENE, Cineplex, West 49, the SPC program, Solo Mobile, Mattel, Puma, various ministries of the Ontario Government, and several not-for-profit organizations and causes.

Scott Robinson
Vice President, Design & Strategy
Bond Brand Loyalty

Scott leads Bond Brand Loyalty’s Loyalty Consulting & Solutions discipline and is Bond’s thought leader for consumer loyalty strategy engagements. His focus is enabling clients with the best possible solutions for their specific objectives and environments. He has over 10 years’ experience designing, implementing and optimizing large-scale loyalty and CRM programs, and helping clients understand how to use them as stepping stones for inspiring powerful relationships with their customers.