Whether we like it or not, customers and prospects hold the power to make or break your brand. The real challenge for marketers today is driving loyalty through superior online experiences, across the digital marketing ecosystem.

1. loy·al·ty (loil-t)
n. pl. loy·al·ties
1. The state or quality of being loyal. See Synonyms at fidelity.
2. A feeling or attitude of devoted
attachment and affection.
Source: The American Heritage® Dictionary of the English Language, Fourth Edition copyright ©2000 by Houghton
Mifflin Company. Updated in 2009. Published by Houghton Mifflin Company. All rights reserved.

6. Brand Loyalty DNA™
Consider your brand’s challenges & opportunities along the continuous path of the connected consumer
Evaluate
•
•
Transact
Value proposition
Self actualization
•
•
Commerce
Self actualization realized
Validation
Precommerce
Postcommerce
Consider
•
•
Self-identified need
Provoked need
Formulation
Express
•
•
•
© 2014 EPiServer Inc.
Experience evaluation
Product/service performance
Amplification: Advocacy
and Loyalty

7. Brand Loyalty DNA™
Consider your brand’s challenges & opportunities along the continuous path of the connected consumer
Resources, tools – reward me along
the way – badges, personalized
rewards and
Evaluate offers
•
•
Transact
•
•
Commerce
Value proposition
Self actualization
Precommerce
Who are you
and why do I care?
Help me, and guide me
– acknowledge and
reward along the way
Contextual content that
connects to my personalized
needs
First impressions –
how do I know you?
Postcommerce
Hear me and embrace
the good, the bad and
the ugly
Help amplify my voice
and acheivment, and
reward me
Consider
•
•
Self actualization realized
Validation
Self-identified need
Provoked need
Formulation
Express
•
•
•
© 2014 EPiServer Inc.
Experience evaluation
Product/service performance
Advocacy and Loyalty