Case Study: Max Factor China Rejuvenates Customers' Loyalty With Social CRM

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B2C marketers find it increasingly challenging to earn loyalty as empowered consumers become entitled customers with more options than ever before. This case study explores how Max Factor invested in social CRM to rejuvenate brand loyalty. B2C marketers can use this report to learn how to define an effective loyalty strategy that spans the entire customer life cycle, across channels. A marketer must start building loyalty with potential customers from the moment they first engage with her brand. She must leverage social CRM to boost customer loyalty, working across design, brand experience, customer insights, customer experience, finance, and business technology teams to make the best of loyalty programs.

Publication: 
Forrester
Author: 
Xiaofeng Wang
Document Type: 
Research
Paywall: 
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