Turning More Program Use Into Real Customer Loyalty

RDG’s latest proprietary research shows that more customers are using loyalty programs more often. That does not necessarily mean those customers are becoming more loyal.

RDG’s new 2026 research reveals a widening gap between program participation and active customer preference, with customers continuing to compare value and remaining open to another retailer when the exchange feels easier, faster, or more rewarding.

About This Retail Webinar

Join Retail Doctor Group for The Loyalty Paradox in Retail, a practical webinar that will examine what’s changing loyalty behaviour in retail, where friction weakens participation, and how AI-enabled personalisation can create greater relevance without undermining trust.

The session will introduce a new loyalty equation across behaviour, emotional motivation and data permission – and the questions leaders should ask before investing further in their program.

Key Learnings for Retail Leaders

• Why increased loyalty participation is not the same as stronger customer commitment
• How retailers can convert program activity into preference, frequency and long-term value.
• How RDG’s Limbic Insights™ helps retailers move beyond who the customer is to why they stay

Save the Date

Date: 12 August 2026 | Time: 11:00am AEST