The future of customer loyalty: Insights from Let’s Talk Loyalty with Ashley Deibert

Customer expectations are becoming increasingly demanding. To stay ahead, brands must focus on authenticity, personalization, and delivering value in every interaction. In a recent Let’s Talk Loyalty episode, Marigold CMO Ashley Deibert joined Bill Hanifin from The Wise Marketer to discuss key insights from the 2025 Consumer Trends Index and how brands can foster lasting loyalty.

Here are five powerful takeaways from their conversation.

Many marketers wonder if email is still relevant. The answer? Absolutely.

According to the 2025 Consumer Trends Index, over 50% of consumers say email influences their purchases more than any other channel. However, email alone isn’t enough. To drive real engagement, brands must integrate email with SMS, social, and in-store experiences for a seamless customer journey.

Consumers move seamlessly between digital and physical touchpoints—your brand should too.

A connected customer journey across email, SMS, social, and in-store interactions is essential for engagement. Brands that unify their messaging and create a frictionless experience will see stronger customer relationships and higher retention.

Customers want personalization, but they also want brands to use their data responsibly.

The 2025 Consumer Trends Index highlights that consumers are willing to share data, but only if they receive a clear value exchange and if they trust your brand with their data. Transparency is critical. Brands that prioritize ethical data use and deliver relevant experiences will strengthen consumer trust.

Price matters, but it’s not the deciding factor.

75% of consumers say they value quality over price, even in an uncertain economy. Shoppers are willing to pay more for brands that offer exceptional products, services, and experiences. To stand out, brands must focus on delivering real value beyond just discounts.

Consumers crave genuine connections. Authenticity isn’t a trend, it’s the foundation of loyalty.

Today’s customers expect brands to align with their values, communicate transparently, and create meaningful interactions. Brands that build trust and credibility will foster long-term relationships.

Although customer expectations are shifting, the formula for loyalty remains the same: authenticity, relevance, and value. Brands that integrate cross-channel strategies, personalize responsibly, and prioritize trust will win long-term customer relationships.

Want to learn more insights on customer loyalty in 2025? Watch the full Let’s Talk Loyalty episode featuring Ashley Deibert and Bill Hanifin. 

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Ready to learn more about Marigold’s loyalty solutions? Find out today how our technology can support you on your journey to long-lasting loyalty.