Gartner Research

Survey Analysis: Back to Basics for Retail Loyalty in a Digital World

Published: 20 July 2015

ID: G00272813

Analyst(s): Kelsie Marian


Consistent execution is the cornerstone of creating and building customer loyalty. This research helps retail CIOs identify and incorporate the basic requirements for customer loyalty in planning their digital loyalty strategy.

Table Of Contents

Survey Objective

Data Insights

  • Speed and Transparency of a Digital Business World Magnify Errors in Customer Loyalty Initiatives
  • Improving Customer Loyalty Requires Alignment of Program Objectives to Customer Basics
  • Retailers Focusing Solely on Low Price as a Driver of Customer Loyalty Will Miss Growing Sustainable Loyalty
  • Recommendations
  • Methodology
    • Multichannel Retailer Survey
    • Multichannel Consumer Survey

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