Evolution of Loyalty Programs [Part 1 of Capillary’s Loyalty Masterclass with Forrester]

⏯ Welcome to Capillary's Loyalty Masterclass with Forrester!
In the next set of episodes, Jim Sturm, SVP at Capillary will moderate conversations with Forrester's Mary Pilecki (VP, Principal Analyst) and Emily Collins (VP, Research Director) to present insights into the field of loyalty and customer experience.
In this first episode, we introduce the panelists and the first couple of questions to Emily to explore some key points:
🔍 What does it mean to go beyond just points and rewards when a brand speaks of loyalty?
🎯 Real-world examples of some of the brands like Sephora who've got loyalty right and what are the takeaways.
00:17 - Introductions
01:30 - Emily's take on Evolution of Loyalty Programs
02:45 - Real Value of a Loyalty Program
03:30 - Examples of experiential loyalty programs
04:36 - Loyalty programs moving beyond just points
05:16 - Loyalty is not a tactic, it is an outcome
06:20 - Loyalty is a sum of many things