Gartner Research

Survey Analysis: Growing Customer Loyalty Through Digital Engagement

Published: 04 June 2015

ID: G00263146

Analyst(s): Kelsie Marian


Retailers have the opportunity to engage customers via real-time communications on digital channels. Transparency, relevancy and consistent delivery on customer expectations, however, are required for leveraging digital to grow sustainable loyalty.

Table Of Contents

Survey Objective

Data Insights

  • Location Sharing With Retailers Is Growing, but Customer Preidentification Is Necessary
  • Retailers Are Leveraging Digital Channels in Loyalty Programs, but Few Use Them to Engage Customers in Ways That Grow Sustainable Loyalty
  • Influencing Customer Behavior With Contextually Relevant Communications Is Necessary to Grow Loyalty Through Digital Engagement
  • Recommendations
  • Methodology
  • Definitions

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