Changing the Retail Game With the Loyalty Measurement Triangle

Different Game, Different Rules
Retailers are used to measuring everything, so when they decide to launch a loyalty program, they want to see return on investment on the program immediately. Loyalty programs don't play by those rules: costs are up front and benefits appear in the future. Worse yet, staffs are generally lean and they're not typically trained on measurement in the first place. Even with a full staff trained in measuring different types of programs, traditional ROI on loyalty is difficult to capture and communicate for several reasons: