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The term “inflection point” has multiple definitions. In differential calculus, an inflection point is a point on a curve at which the concavity changes from positive curvature to negative curvature, or vice versa. In political science, an inflection point is a moment in history that dramatically alters a geopolitical situation, for better or worse.
When it comes to customer loyalty, inflection points are no less important. Every customer interaction — from her first encounter with your brand, through her first purchase, at each touch point she encounters in your loyalty program, and into each post-purchase service encounter — can make or break her relationship with your brand. In today’s recovering global economy, recognizing and positively influencing these loyalty moments of truth has become our singular challenge.
These inflection points mark the most critical stages in a customer’s journey from newly acquired to brand advocate. By deploying loyalty systems, analytical tools, and best practices, you can ensure deeper relationships, enhanced loyalty, and greater lifetime value.
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