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

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CHAPTER 5Case Studies in Customer Engagement

Part 2 of our journey takes us on a tour of companies that are already implementing Loyalty 3.0 programs and experiencing the benefits. While they may not explicitly refer to them as Loyalty 3.0 programs (given that we’re introducing the concept in this book), you’ll see the building blocks that we reviewed in Part 1 in all the examples in the next few chapters.

The goal of each case study in this first chapter of Part 2 is to see Loyalty 3.0 in action and to understand how it’s enabling businesses to build more durable, useful, and profitable relationships with their customers. We use customer here to refer to both the typical end-user customers who buy consumer products and watch TV shows in their ...

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