Sponsored by Pulse Survey BEYOND REWARDS: RAISING THE BAR ON CUSTOMER LOYALTYSPONSOR PERSPECTIVE Reimagining Loyalty for Today’s Customer Whether through points, miles, or cashback, customer loyalty has traditionally been transactional. Businesses offer discounts or monetary rewards and, in return, they expect customers to remain loyal. Granted, the approach does still work—but only to a degree. The following report, based on a survey of 400 executives worldwide, shows a significant evolution in customer loyalty strategies. Five years ago, businesses considered traditional monetary rewards the single most important component for building loyalty. Today, such rewards have dropped to fourth place—ousted by exceptional customer service, digital access, and ease of use, which are n

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