Changing the Retail Game With the Loyalty Measurement Triangle

3. Shifts in advocacy. Are loyalty members more likely to recommend your services to a friend? Are members willing to consider you for services you don't currently offer?

Before moving ahead, establish clear expectations to define success. These will differ depending on the industry, competitive landscape and maturity of the program. It's not enough to define what success looks like now; set expectations for what it will look like in the future.