Comparative study of banking customer loyalty programs and their effectiveness metrics

Posted: Aug 21, 2007

• Dr. Prof. Anna Moretti
• Dr. Prof. Ava Wei
• Dr. Prof. Avery Tanaka

Abstract

The contemporary banking landscape has witnessed an unprecedented transformation in customer relationship management strategies, with loyalty programs emerging as cornerstone initiatives for fostering customer retention and enhancing lifetime value. Traditional approaches to evaluating banking loyalty programs have predominantly relied on conventional metrics such as redemption rates, customer satisfaction scores, and program participation percentages. However, these metrics often fail to capture the complex, multi-dimensional nature of customer loyalty in the digital banking era. This research addresses this critical gap by introducing a novel computational framework that transcends traditional analytical boundaries.