Skip to Main Content
Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification
book

Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification

by Rajat Paharia
May 2013
Intermediate to advanced content levelIntermediate to advanced
304 pages
5h 49m
English
McGraw-Hill
Content preview from Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification

CHAPTER 1May You Live in Interesting Times

The Three Faces of Loyalty

When you think of the word loyalty in the context of business, what comes to mind? If you’re like most people, the first thing that will pop into your head is a typical loyalty program, where you earn points for your purchases and can redeem them for rewards. These programs are meant to drive customer loyalty, and according to studies,1 you’re probably a member of 18 of them. And yet I’m willing to bet that you’re deeply ambivalent about all of them and, if given a better offer by another business, would gladly defect. These programs, on which billions of dollars are spent annually, aren’t generating loyalty to a business; they’re generating loyalty to the best deal and so ...

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Start your free trial

You might also like

What Is Data Governance? Understanding the Business Impact

What Is Data Governance? Understanding the Business Impact

Andy Petrella

Publisher Resources

ISBN: 9780071813372