Jon Reily is the SVP of Commerce and Loyalty at Bounteous, a leading global digital experience consultancy. In his role, he leads Bounteous’ Commerce Center of Excellence, providing best practices, thought leadership, and co-innovation for brands. With more than 20 years of experience in the digital space, Jon is a Top 100 Retail Influencer, an eCommerce expert, and a UX/CX specialist. Before Bounteous, he was the Head of User Experience and eCommerce Design at Amazon, where he played a role in the platform’s growth and served as a voice for strong customer experiences and accessible eCommerce.
Although the digital space has transformed considerably in the past four years, many brands haven’t adapted their strategies. Some utilize antiquated customer acquisition strategies by offering loyalty programs that benefit the business rather than the customer. Yet 20% of a brand’s customer base generates 80% of its revenue, and while the average consumer enrolls in 14 loyalty programs, they only use seven. How can you retain your existing customers by meeting their demands?
Customer experience veteran Jon Reily advises against employing customer loyalty programs. Instead, loyalty involves creating positive experiences to help customers resolve their most pressing concerns, keeping you top of mind in your category. You can leverage the customer lifetime value flywheel to generate existing consumer loyalty by personalizing content and accessing and managing data to assess experiences and make informed decisions.
Jon Reily, SVP of Commerce and Loyalty at Bounteous, joins Aaron Conant in this episode of The Digital Deep Dive to discuss customer loyalty and the lifetime value flywheel. Jon talks about the barriers to customer personalization, optimizing the flywheel through content creation and customer feedback, and how to access and organize customer data.
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