References

*Customer Value Index (CVI): CVI measures the true value of a reward compared to the cost for the retailer. For example, if a reward has a true value of 0.30 with a cost of 0.07, the CVI is calculated as 0.07/0.30 = 0.23.

Sources for Additional Information:

  • McKinsey & Company: The Loyalty Dividend
  • Harvard Business Review: Why Customers Crave Experiences More Than Products
  • ISO