Today’s marketers are increasingly seeing customer experience (CX) fall under their umbrella of duties. So much so that Harvard Business Review claims that customer experience “has become the new marketing…[because] it influences brand perceptions and impacts business performance just as strongly as traditional marketing.” The HBR got it right. CX programs are a new marketing approach that matches its predecessors—and its impact will only grow.
However, many still confuse CX efforts with traditional strategies like loyalty marketing programs. But there’s a fine line between the two—and marketers should be warned that this is a place where “similar” definitely does not mean “equal.”
In this paper, we’ll discuss the differences between loyalty marketing programs and CX programs, and why a CX mindset can empower your loyalty program.