CMSWire InMoment Highlight: How a CX Mindset Can Power Your Loyalty Marketing Program

Today’s marketers are increasingly seeing customer experience (CX) fall under their umbrella of duties. So much so that Harvard Business Reviewclaims that customer experience “has become the new marketing … [because] it influences brand perceptions and impacts business performance just as strongly as tradition- al marketing.”

Harvard Business Review 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.” So what are the differences between loyalty marketing programs and CX programs, and why can a CX mindset empower your loyalty program?

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