Salesforce rolls out loyalty management to help drive more meaningful customer experiences

Salesforce has announced Loyalty Management, a new product for companies across industries, including retail, consumer goods, manufacturing, travel and hospitality, to increase customer trust and engagement. Built on the Salesforce Customer 360 Platform, Loyalty Management allows companies to build intelligent loyalty programs for both B2B and B2C customers with a flexible, configurable and quickly deployable solution that fits their specific needs.

"Organizations with high levels of customer loyalty outperform their competition, so it's critical they provide their customers with valuable and memorable experiences to build trust," said David Schmaier, CEO, Salesforce Industries. "Loyalty Management allows companies across industries to evolve their loyalty programs from transactional to human-centric by delivering personalized, relationship-building moments to each customer."

With Loyalty Management, Salesforce says, companies can provide more personalized consumer experiences, evolve their loyalty programs to stay current with customer expectations and help drive business value by creating loyal, lifelong customers.

According to McKinsey, since the start of the pandemic, more than one-third of U.S. consumers have tried a new brand, and 80% of them intend on sticking with it.

The problem, Salesforce says, is that while loyalty programs can help companies develop long-term relationships with customers and drive growth, many are relying on outdated, fragmented technology that fails to provide integrated experiences and is unable to evolve with industry trends, such as the shift from traditional point-based reward programs to exclusive experiences and products. These loyalty programs end up offering little value to the business or the customer and actually lower consumer trust instead of increasing it.

Loyalty Management is integrated with Salesforce Digital 360, Service Cloud, and Tableau, allowing digital leaders to deliver a connected loyalty experience across the entire customer journey.

Salesforce partners are equipped to implement Loyalty Management for B2B and B2C customers across industries. Salesforce global strategic partners Accenture, Capgemini, Deloitte and PwC, in addition to consulting partner PK, served as design partners in the development of Loyalty Management and can provide organizations with guidance and solutions to build and strengthen loyalty programs for customers.

Loyalty Management will be generally available in February 2021.

For more information, go to www.salesforce.com/products/loyalty-management/overview.