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Consumer Life Cycle Marketing

Breakage vs Engagement: Retaining Loyal Customers

Aug 03 20206m min read


As with every business, there are some secrets to success that are unique to the brand. But there are others that apply to every business because it has been proven to drive more sales and spark consistent consumer engagement. Henry Christian, Head of Loyalty at NTUC Link, argues that breakage can be beneficial but is not the be-all and end-all. He reminds businesses to reassess their priorities because the sure-fire way to achieving your KPI is to have your consumers’ best interest at heart.

Gain Actionable Insights Into:

  • Why breakage is an unfulfilled promise to your consumers that can become a liability
  • Why your point redemption process should be as simple as possible
  • How to engage your consumers to earn their trust and get them to invest in your brand


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