In the era of personalized customer experiences, consumers expect more than transactional rewards like discounts or loyalty points. They seek authentic relationships with brands that value their engagement and provide exclusive moments aligned with their expectations. Cohort and Booxi are redefining loyalty by adding a unique, immersive experiential dimension, integrating tailored services, and optimizing appointment scheduling for loyalty program members.

Reimagining Loyalty: Experience First

Modern loyalty programs can no longer rely solely on points and discounts to retain customers. Today, brands must also focus on relational aspects to nurture lasting connections with their engaged customers. By rewarding their loyalty with personalized invitations to private events, VIP gatherings, or exclusive workshops, brands enable their most loyal customers to share unique moments with them.

This evolution towards an experience-centric approach resonates with consumer expectations. A study shows that 86%* of consumers are willing to pay more for a better customer experience. Furthermore, by 2025, 79%* of companies plan to develop personalized loyalty programs. These figures highlight not only the growing importance of experience in loyalty but also the need for brands to prioritize customized offerings over standardized promotions.

Leveraging Data for Tailored Experiences

The cornerstone of this next-generation loyalty lies in the strategic use of customer data. By valuing every interaction between a customer and the brand—whether it’s an Instagram post, a Google review, or an in-store visit—companies can create rich, nuanced profiles of each customer. This 360-degree view includes key information such as preferred brands and products, visit habits, and even online interactions that demonstrate the customer’s attachment to the brand. With this wealth of data, it becomes possible to finely segment the customer base to create engagement paths and rewards aligned with the expectations of each segment.

This approach is particularly impactful when considering that loyal, engaged customers are willing to spend 67%** more than new buyers. By leveraging this data, brands have the opportunity to exceed expectations: sending targeted invitations, offering personalized appointments, and designing unique experiences that strengthen the bond with their customers while enhancing their satisfaction and loyalty.

Brand Ambassadors: Towards Engaged and Connected Loyalty

By engaging customers through personalized experiences, brands go beyond loyalty: they transform customers into ambassadors. These ambassadors naturally share their positive experiences on social media and within their personal networks. According to data, 88%*** of consumers trust recommendations from people they know over any other form of marketing message. This underscores the importance of having satisfied customers share their positive experiences. In this context, user-generated content (UGC)—reviews, photos, or social media posts—becomes a powerful lever to amplify authentic recommendations and reinforce the brand’s credibility.

This new approach offers advantages for both businesses and consumers: brands gain visibility and customer-generated content, while ambassadors enjoy personalized services and exclusive privileges. By integrating systems that optimize appointment scheduling and event management, brands offer their most loyal customers a personalized and rewarding journey.

Conclusion: Loyalty as a Relational Experience

Innovations in loyalty programs are redefining how brands interact with their customers. By focusing on personalization and valuing every interaction, these solutions transform loyalty programs into true relational experiences. For brands, this is a unique opportunity to strengthen loyalty through experience and attention to detail—an essential asset in a market striving for more human and authentic relationships. With data showing that companies delivering superior customer experiences can see revenue growth of up to 80%****, it is clear that modern loyalty requires reevaluation and adaptation to meet consumers' increasing expectations for exclusive experiences.

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^{1 2021 study “The ROI of Customer Empathy” done by UserTesting in partnership with Fortune Brand Studio}

^{2 Edesk 20+ article, 2024, statistics on customer loyalty (how to keep buyers coming back)}

^{3 Nielsen study, 2021, global study on trust in advertising conducted in 2021 among 40,000 people in 56 countries}

^{4 Forbes article, 2021, On the importance of investing in your customer experience.}