Gartner Research

Survey Analysis: Growing Customer Loyalty Through Digital Engagement

Published: 04 June 2015

ID: G00263146

Analyst(s): Kelsie Marian

Summary

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

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.