Digital Loyalty

In the midst of a digital revolution that is redrawing the boundaries between consumers and businesses, loyalty is emerging as an increasingly complex strategic challenge. This volume explores the new frontiers of customer loyalty, where technology, data, and human relationships intertwine in a constantly evolving ecosystem. Through an analysis that combines academic rigor and managerial practicality, the book reveals how loyalty programs are transforming from simple promotional tools into dynamic engagement platforms. From digital touchpoints to omnichannel strategies, from artificial intelligence to gamification, each chapter recounts the emergence of a new paradigm in which the customer is no longer a passive recipient but an active protagonist. The research, conducted by SDA Bocconi’s Loyalty Promotion Monitor, brings to light the strategies of the main players in retail, highlighting how digital innovation is redefining the boundaries between physical and virtual experiences. No longer just a points collection scheme, but a personalized journey that generates trust, value, and a sense of belonging. To complement the theoretical and empirical study, the volume includes an analysis based on interviews with some of Italy’s leading retailers and a chapter dedicated to the TCC experience, which enriches the picture with best practices and concrete cases. Designed for managers, researchers, and professionals, Digital Loyalty offers a conceptual and operational map for understanding the dynamics of contemporary loyalty, between technology that enables authentic relationships and data that transforms into strategic opportunities for both businesses and consumers.