2017全球零售业与快速消费品忠诚度展望（英文版）.pdf

A GLOBAL OUTLOOK ON RETAIL CPG LOYALTY IN 2017 ©2017 - 500friends and Merkle Inc. EXECUTIVE Across the globe, loyalty program managers are facing profound and irrevocable change resulting from the evolution of retail and the shopping experience. Ingrained habits have been forever altered by the e-commerce economy, the influence of social networks SUMMARY and peer reviews, rising consumer expectations for shopping convenience, mobile apps, location tracking, same-hour home delivery and, more recently, emerging technologies such as mobile wallets, chatbots, mobile clienteling and virtual reality. The shopping experience will never be the same, thanks to digital dominance, consumers’ increasing reliance on mobile devices and the breadth of collective disruption they have created. These seismic industry shifts also give rise to a host of associated shopper behaviors and expectations for retailers and brands. The result? Loyalty programs will never be t