5 Key Customer Loyalty and Engagement Trends for 2021
One way to characterize 2020 is as the year of unexpected pivots. Before the COVID-19 pandemic, no one could’ve expected so many industries (other than cleaning-supply manufacturers) would need to broadcast their cleaning and safety protocols. But that’s what circumstances demanded, so companies recalibrated their marketing approach with little notice.
Now it’s time to strategize and anticipate post-pandemic changes in outlook and behaviors. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021?
Let’s focus on five key trends:
1. Mitigating Risk
During the pandemic, consumers have been relying on brands and stores that take their safety seriously. Consider the growth of contactless transactions: According to a retail-industry report, contactless transactions have grown 69 percent since January 2020. That trend is expected to con