🛍️ The cost to aquire a customer has gone up over 60% in the past year. That ma
By Lauren Livak Gilbert · February 27, 2026 · Curated by George's Blog
🛍️ The cost to aquire a customer has gone up over 60% in the past year. That makes it even more critical for brands to keep the consumers they have and focus on loyalty.
Shout out to my fantastic panel at eTail™ where we dove into all things loyalty and customer journey. Thank you Mark Bietz, Mandy Herrmann, Matthew Eisnor and Sourabh Sharma.
Some of my favorite takeaways:
➡️ Keep it simple when it comes to loyalty and be willing to adapt and change your plan.
➡️ Don’t build out the entire plan without consulting your consumers. Start small, iterate and adapt as needed based on feedback.
➡️ Listen, listen and listen some more. Whether it is in ratings and reviews or social hear what your consumer is saying and make changes.
➡️ Don’t be creepy when it comes to loyalty. Make it applicable to them but not intrusive.
➡️ Inject humor where you can, it can start a conversation and bring people into the community.
➡️ Face the negative reviews because people are watching!
👉🏻How are you creating moments of loyalty for your consumers?