Loyalty 2.0: Redefining Customer Commitment in the Digital Age
At Wunderkind’s Altitude event in Andermatt, Switzerland, thought leaders from retail, martech, and finance gathered to discuss the next evolution of customer loyalty—what they dubbed Loyalty 2.0. The conversation explored how brands can move beyond transactional loyalty programs and create deeper, more meaningful relationships with their customers in an increasingly digital-first world.
The panelists highlighted a fundamental shift: traditional loyalty programs, often built around discounts and points, no longer suffice in an environment where customer acquisition costs are soaring, and consumer expectations are evolving. Instead, brands must focus on fostering emotional loyalty—one that mirrors the organic, relationship-driven experiences of in-person retail.
One panelist illustrated this with a simple yet powerful example: a local butcher shop. Despite higher prices and the inconvenience of waiting in line, the relationship and familiarity the butcher fosters with his customers keep them coming back. This personal connection, built on recognition, appreciation, and tailored service, is the essence of true loyalty. However, in the digital landscape, brands have struggled to replicate this experience.
Technology is now making it possible. With advancements in data collection, AI, and identity resolution, brands can personalize interactions at scale. The key is leveraging zero-party and first-party data—not just to push sales, but to enhance the customer’s experience. Studies show that consumers are increasingly willing to share their information, provided they receive clear value in return. This doesn’t necessarily mean discounts; it could be personalized recommendations, exclusive content, or access to a community that aligns with their interests.
The discussion turned to the role of Customer Data Platforms (CDPs) and identity solutions in enabling Loyalty 2.0. Many brands have invested heavily in CDPs, but often struggle to extract their full value. Too frequently, these platforms are acquired without a clear strategic plan, leading to underutilization. The panelists stressed that brands must not only collect the right data but also integrate it seamlessly into their tech stack to create truly dynamic and responsive customer experiences.
Beyond technology, the conversation underscored the importance of aligning loyalty initiatives with customer values. One example was H&M’s sustainability-driven loyalty program, which rewards customers for recycling old clothes. This resonates particularly well with Gen Z, a demographic known for prioritizing authenticity and social responsibility. As one panelist noted, younger consumers are less inclined to be loyal to brands simply out of habit; instead, they seek alignment with their personal beliefs and expectations.
Another example of where brands falter is in airline loyalty programs. A recent backlash against a major UK based airline’s adjustments to their tiering system revealed a critical misstep: failing to understand why customers are loyal in the first place. While some customers stay for the service, many are incentivized by lounge access and perks. If those perks diminish without a corresponding improvement in core offerings, customers quickly reassess their allegiance.
Retailers can learn from other industries, such as private banking, where relationships remain paramount. Private banking clients stay with a financial institution because of the trust and personalized service they receive, not because of discounts or rewards. The same principle applies to retail—customers want to feel valued, understood, and part of a community.
Personalization remains central to Loyalty 2.0, but brands must be cautious not to overstep. Consumers expect relevance, but excessive communication or poorly executed targeting can lead to frustration. The consensus was that personalization is not the problem—irrelevant, excessive, or intrusive messaging is.
Ultimately, the next frontier of loyalty is about balancing sophisticated technology with human-centric experiences. Brands must move beyond the mindset of simply rewarding transactions and instead create ecosystems where customers feel genuinely connected. Whether through better use of data, deeper understanding of customer values, or more refined execution of personalization strategies, Loyalty 2.0 is about redefining what it means to be a loyal customer in the digital age.
