The challenge.
Loyalty programs have long been a cornerstone of customer retention strategies, but the landscape has shifted dramatically. Even before the pandemic, many brands struggled to retain and grow customers, relying on outdated, transactional loyalty models that no longer resonated. Today’s customers are more savvy and demanding: they expect recognition, personalised offers, and meaningful engagement. Brands clinging to old loyalty approaches risk poor returns and ultimately, customer defection.
The approach.
To uncover what truly drives loyalty today, Ogilvy Experience and Sitecore collaborated on a global survey of consumers. The research set out to answer critical questions: what drives brand loyalty, what motivates program engagement, and how do customers want brands to connect with them? The study examined both rational and emotional triggers, evaluating consumer expectations around personalisation, relevance, and experience across every touchpoint.
As part of this collaboration, PrismCreate was tasked with producing a video to promote the findings. We created a high-impact, visually engaging piece that distilled the survey insights into a compelling narrative, positioning the research as both thought-provoking and essential for brands rethinking their loyalty strategies.
