As engagement, loyalty, and customer success pros, we have a lot of tools to work with. Loyalty programs, incentives, gifts, rewards, content, data, and communication channels like email.
All those tools capture a little bit of real estate in the customer’s mind. They get people to take action, tugging them a bit closer to the brand (and hopefully the next purchase).
We've got all kinds of toys to pursue customer loyalty.
And yet, we're nearly powerless to influence perhaps what matters most to customers in the long run.