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Rethinking Loyalty: Rewarding Everyone Is Not Rewarding You – Retail TouchPoints

“The Pareto Principle tells us that 80% of revenue comes from the top 20% of customers; therefore, should these top customers be treated differently? The hospitality industry gets it. So does the financial industry. But in general, the retail industry is still issuing generic loyalty cards to the masses, when they should be offering customized, tailored experiences to their most loyal customers.”