On today's episode, we discuss data’s role in customer experience (CX), how the pandemic changed the way companies approach customers, and how to measure CX ROI. We then talk about the best loyalty programs in the US, shifting to contactless payments, and whether Gen Z will recover from the pandemic-induced recession. Tune in to the discussion with eMarketer principal analyst at Insider Intelligence Jeremy Goldman.

Offering a loyalty program is an effective way for retailers to acquire new customers, but it also fosters relationships for years to come. Setting up the framework, however, can be challenging—especially if retailers decide to handle everything in-house.

Home improvement retailer The Home Depot is continuing to build on its loyalty program to create more personalized in-store and online experiences.

There’s a tendency to pigeonhole retail loyalty programs as direct competitors to Prime—but that’s a false premise. Matching Prime’s dominance is not only an unreasonably tall order, it fails to appreciate that loyalty programs aren’t a zero-sum game. Their success should instead be measured by how well they drive their own businesses forward.

Providers are trying to address this issue by offering loyalty programs, with Afterpay and Klarna introducing their own programs this year, and by developing their apps into product discovery tools so consumers regularly make purchases via their ecosystems. Many consumers already have credit cards and may not be interested in abandoning the payment method or using additional credit-based products.

Audio: The pandemic's impact on customer experience, the best US loyalty programs, and Gen Z's recovery from the pandemic recession. Report: The Payments Ecosystem.

eMarketer principal analysts Andrew Lipsman and Nicole Perrin and senior forecasting analyst at Insider Intelligence Cindy Liu discuss Amazon's impressive Q2. They then talk about Walmart delaying its loyalty program, closing stores on Thanksgiving, its new ad measurement tool and what to make of some corporate job cuts.

Dave has also helped to create award-winning customer loyalty programs with Procter & Gamble, DSW, Toys R Us, Babies R Us, GNC, La Quinta Hotels, and Nordstrom. Moderator. Nancy Taffera-Santos is senior vice president of media solutions and strategy at eMarketer. Nancy has been at eMarketer for over 13 years and oversees the media business, developing programs for leading advertisers.

Douyin has introduced its own version of miniprograms (applets within its platform)—mirroring WeChat—as well as loyalty programs. According to news site Tech Planet, Douyin is also internally testing group-buying functions. If true, this would put it in direct competition with consumer products and retail services platform Meituan.com.

eMarketer analyst Ross Benes, forecasting analyst Eric Haggstrom and principal analyst at Insider Intelligence Andrew Lipsman discuss how the tech giants are coming for your TV. They then talk about why lululemon athletica bought connected fitness startup Mirror, why premium loyalty programs are in fashion and what happens when stay-at-home orders end.

Loyalty marketing goes beyond loyalty programs, but they are still an important part of the customer experience and a vital channel for keeping customers engaged and spending.

Loyalty programs have drawn in many consumers over the years, but millennials and Gen Zers are not participating at the same level as those generations before them did.

In the latest episode of "Behind the Numbers," eMarketer principal analyst Andrew Lipsman talks about US consumers' attitudes toward loyalty programs. What do consumers want from a loyalty program? Who subscribes and who doesn’t? And what impact does it have on those who are part of a loyalty program?

More recently, in an August 2020 study from Facebook IQ, 42% of adults worldwide cited free returns as one of the loyalty program perks they wanted, the third-most cited perk below free delivery and special price promotions. Many retailers know this and already have free returns features in place, while others are beginning to implement them.

As the January 1, 2020 deadline to comply with the California Consumer Privacy Act (CCPA) looms, marketers remain confused and concerned, particularly as amendments continue to mount. This month, government officials voted on seven new amendments covering everything from information collected for loyalty programs to consumer request disclosure methods.