The time has finally come for credit card teams to play a unique role.

Banks have long sought feasible solutions for creating Enterprise Loyalty, and the stakes are getting higher. The fight to retain share of wallet, while customers are contending with record inflation, higher interest rates, and employment uncertainty, is intensifying. This is happening while even more new competitors are providing customers an easy approach to assembling their own custom collection of financial offerings to meet their needs. As such, brands should be thinking about how they can maximize the utility of their existing loyalty programs across their full business enterprise.

Strategies, business cases, and systems currently supporting credit card loyalty programs offer a pragmatic starting point. The best programs in the past decade are using broader data sources and tighter connectivity to marketing technologies to produce more refined offers and communications to engage and motivate cardholders. As a result, seasoned systems and strategies are set to positively intervene and drive the right behaviors across multiple lines of business, driving financial return back to the bank well beyond cards and payments. They are set to positively intervene and drive the right behaviors across multiple lines of business.

Download the PDF

What's in the report: 

• Defining Enterprise Loyalty
• Measuring the intensity of Enterprise Loyalty in the Financial Services Sector
• Benefits of Enterprise Loyalty for the Financial Services Sector
• Enterprise Loyalty Implementation Checklist
• What should companies watch-out for when considering implementing Enterprise Loyalty?
• Why the Financial Services Sector Needs to Consider this Strategy
• Breaking Down the Barriers

If your business is placing spending bets in the economic downturn, focus on loyal customers is an almost guaranteed ROI.

With the 2023 year in full swing, we see renewed attention on the hybrid work model as employers grapple with evolving and evasive work norms. At Bond, we’ve been less obsessed with hybrid work and more curious about the normalization of hybrid life. While it’s important to get the working model right for your business, are you putting the same energy into the next gen engagement models your customers are seeking?

The tools and technology to acquire, retain, and grow a brand’s best customers are proliferating and advancing personalization and real-time insights at a dizzying pace. For those of us who design strategies for the most loyal customers, it’s exhilarating to imagine the possibilities. But the truth is, we also harbor equal fear that the growth of CRM technology is shrinking customer relationships. Real relationships, not just the “I engaged in a piece of targeted content” kind of relationships.

The “R” in CRM has persisted because it is essential to keeping and growing customers. As in real life, a connection does not make a relationship. And a relationship—as many of us may know only too well—can also be one-sided or imbalanced. The best customer–brand relationships are like the best human relationships: two-way, built on trust and mutuality, forged through bonds that make you an enduring part of one another’s existence.

Building meaningful relationships with customers is essential for real growth. As technology advances and reshapes the customer experience, brands must adjust their relationships with customers too. Learn about what’s new and changing in loyalty marketing in our conversation with Let’s Talk Loyalty host, Paula Thomas.

Bond experts, Alie Donnelly and Sean Claessen highlight findings from our The Loyalty Report 2022 and share the importance of how brands are acknowledging societal issues as a result of a shift in consumer expectations. Learn how brands can break away from the pack in our latest podcast.

Download the Pathways to Growth Guide

For too many, it’s a program, not a strategy.

Loyalty programs can be exceptionally effective at engaging customers. Before you say, “Thanks, Captain Obvious,” hear us out. Yes, we do realize the loyalty industry has undergone cycles of innovation…and reinvention, we think it’s time for another.

Successful loyalty programs naturally encourage brands to replicate elements of the success: one more visit, one more item in the basket, one more dollar of spend. For some, that formula keeps on giving, but for many, there’s a struggle afoot in their footfall. We just didn’t know how many until recently.

We’ve been picking up a vibe of frustration as well as a tinge of fear about a backward slide in customer experience. Is this another “COVID-19”-infused reality? Who’s to say. The recently released Forrester 2022 CX Index found that 20% of brands are seeing a drop in CX quality, and at Forrester’s recent CX North America conference, the opening keynote conjured up the metaphor of “potholes” and how CX leaders are unfortunately consumed with the pesky operational basics that don’t allow them to get anywhere near “surprise and delight.” The free cookie that wasn’t available to a loyal customer who earned it. The leggings delivered in the wrong size. Favorite menu items disappearing. Brands not understanding the value of their friction points and a lack of resources to manage.