A loyal customer isn’t a forever customer. A recent global survey shows that recent events (like a pandemic or divisive politics) have changed the way people think about brand loyalty and what they expect from a modern program. They want to be recognized and rewarded. But they want more than just a transactional experience. If your loyalty program isn’t delivering on the idea of emotional loyalty, you’re likely to see more defections and lower ROI. Download the full report here. Then reach out to the loyalty agency the world’s most admired brands trust with their best customers: Ogilvy Experience.