Consumers expect loyalty programs to do more than reward transactions. According to The Bond Loyalty Report, they expect programs to: 

• Make them feel known and valued at every interaction 

• Deliver relevant offers and meaningful benefits 

• Provide flexibility, choice, and personalization 

Yet the reality is stark: the average consumer is enrolled in 18 loyalty programs, but actively engages with only about half (The Bond Loyalty Report, 2025). Emotional loyalty is fragile, and when value isn’t differentiated, members disengage fast. 

Salesforce has seen this same shift across retail and consumer brands. Loyalty is no longer a marketing add-on; it’s an enterprise-wide capability, touching service, commerce, digital, in-store teams, and beyond. 

Salesforce Loyalty Management, built natively on the CRM platform, connects fragmented data, activates loyalty across every touchpoint, and enables AI-driven personalization at scale. Bond ensures that capability is deployed with the right strategy, governance, and operational rigor to drive real outcomes. 

Relevancy: The Loyalty Gap That Needs Closing 

Here’s the opportunity most brands haven’t cracked. 

While loyalty’s influence on behavior is stronger than ever, communication relevancy is falling short. Only 30% of consumers say brand communications are truly relevant—and just 25% look forward to receiving them (The Bond Loyalty Report, 2025). 

When communications are relevant and anticipated, the impact is profound: higher satisfaction, stronger retention, and increased share of spend. 

Brands like Spotify, Nike, and Lululemon prove that relevancy can take many forms, from AI-driven content discovery to connected in-store experiences, as long as it’s authentic and customer-centric. 

While a platform like Salesforce makes real-time, lifecycle-based personalization possible, Bond ensures those moments are grounded in behavioral insight, designed intentionally, and optimized continuously so that loyalty can spark emotional connection, not just transactions. 

Where Loyalty Value Actually Comes From 

This is where many loyalty conversations break down, because value is often framed as one big ROI promise. 

In reality, loyalty value doesn’t come from theory. It comes from four distinct, controllable drivers that compound over time. 

1. Platform Choice: The Economic Floor

Feature completeness and native capability don’t create growth on their own, but they lower the cost to execute and evolve. A well-chosen platform reduces implementation complexity, minimizes technical debt, and supports consistent execution at scale. This sets the economic floor for everything that follows.

2. Implementation Efficiency: Time Is Value

When teams avoid rework and stabilize faster, they’re not just saving services cost—they’re accelerating access to downstream value. 
 Faster time-to-stabilization and fewer remediation cycles can compress timelines by months, often worth ~20 to 100 basis points in cost and opportunity value alone.

3. Market Relevance: Where Growth Is Earned

Mature loyalty programs typically deliver 2–4% total program lift, but only a portion of that is truly controllable. 
 We conservatively attribute 25–30% of that incrementality to active program management and optimization, targeting the right customers, with the right experiences, at the right moments. That’s where ~50 to 125 basis points of incremental value is unlocked.

4. Operational Excellence: Protecting the Value Created

Loyalty must run cleanly to create value. Reducing fraud, mis-awards, and manual intervention drives real cost avoidance—typically 10–20 basis points—without increasing promotional spend. This is operational discipline turning into measurable EBITDA impact. 

Together, these drivers form a compounding advantage, not a one-time lift. 

Individually, these levers matter. Together, they compound. And, most importantly, none of them require heroic assumptions… they’re all execution-driven. 

High-Value Customers: The True Growth Engine 

At the center of it all are your best customers. 

The top 20% typically drive roughly 80% of future revenue. They’re more loyal, more profitable, and far more likely to advocate for your brand. 

Bond helps brands identify these high-value segments using deep attitudinal and behavioral insight, then designs differentiated experiences that earn their loyalty. Salesforce activates those strategies across every channel—ensuring consistency, relevance, and scale.  

Looking to Take Your Loyalty Program to the Next Level?

If you’re already working with Salesforce, you’ve got a strong platform for delivering connected, personalized customer experiences. Bond helps you maximize that potential, aligning your loyalty strategy with the best customer intelligence, targeting the right audiences, and executing flawlessly. 
 
Together, we can merge relevance, personalization, and loyalty to drive sustainable growth.