Human Insights, Brand Fidelity™ & The Key to True Loyalty: The 2021 Forrester Wave™ Report



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In a world obsessed with customer centricity, there is too little human understanding. We know shared values have business value, and yet many companies fail to prioritize achieving deep understanding with their consumers.

We also know that establishing a successful loyalty program involves building purposeful, authentic relationships between people and brands, and we’ve found that achieving Brand Fidelity™ is the key to success.

Are you a high-fidelity brand?

High-fidelity brand relationships are magnetic: consumers seek them out, not just the other way around. They are also resilient and less susceptible to disruption, operating on both an emotional and rational level that fosters enduring loyalty.

If you’re reading this, then your brand likely isn’t there yet — and that’s okay! There is real value to be gained from committing to the journey of becoming a high-fidelity brand in your market.

Because when long-term loyalty is established, there is an exponential return on investment — that’s why Material created our Brand Fidelity™ Framework, an approach that was recently recognized in The Forrester Wave™: Loyalty Service Providers, Q3 2021 Report.

Make your brand magnetic; leverage loyalty expertise now

Loyalty marketing spend is booming as brands look to improve customer experience, engagement, and retention.

As brands recognize the need to increase (as many have already) their reliance on loyalty service providers, it is critical to understand what to look for and how to evaluate potential partners.

No matter who you choose to work with, your partner should have the expertise to view loyalty as the outcome, not just a program. The Forrester Wave™ Loyalty Service Providers Report can offer some insights as you search.

Ride The Forrester Wave™ to success

The latest (Q3 2021) assessment illuminates the state of the loyalty service provider market with a comparison of 12 providers across 26 criteria. The report shows how each provider measures up and helps B2C marketing professionals select the best partner for their needs:

Human Insights, Brand Fidelity™ & The Key to True Loyalty: The 2021 Forrester Wave™ Report

In this report, Material was recognized as a “Strong Performer”, earning among the top scores in the emotional loyalty measure and use and technology consulting services criteria.

Achieve true loyalty with Material’s Brand Fidelity™ Framework

In its analysis of Material, Forrester reported: “Through its trademarked Brand Fidelity™ loyalty approach, Material delivers strong customer insights backed by predictive analytics and forecasting.”

The evaluation went on to state that, “Clients appreciate and use the company’s full set of marketing, campaign, and creative and content services and praise its thought leadership and superior frameworks and methodologies.”

You can download the full report below to find out how Material utilizes innovative approaches grounded in behavioral science to uncover rich insights about the customer experience, brand-consumer relationships, white space opportunities, and much more.

What you’ll learn

  • Current loyalty marketing trends and what customers should look for in a provider,
  • Forrester’s Customer Experience Index and Net Promoter Score (SM) in the loyalty space,
  • How to determine which agency providers are the best fit for your brand by what they offer and their individual strengths,
  • Actionable insights and practical takeaways for next steps, and more!