This article features an exclusive interview with Jai Rawat, CEO of TrueLoyal, conducted by DIVmedia at eTail West 2024. The conversation delves into the innovative strategies and forward-thinking approaches that TrueLoyal has been employing to redefine customer loyalty and engagement in the digital age.

eTail West 2024 was electric, with industry titans converging to explore the future of commerce, I had the distinct pleasure of interviewing Jai Rawat, the pioneering CEO behind TrueLoyal, a trailblazing loyalty rewards platform. In our exchange, Jai illuminated the transformative power of loyalty programs and the profound impact they wield on modern businesses, not just in the ever-emergent digital realm.

A Paradigm Shift In Loyalty

Jai Rawat introduces TrueLoyal as more than just a loyalty program; it’s a holistic approach to customer engagement. He remarked, “Traditional loyalty programs have been stuck in the 18th century, focusing solely on transactional relationships. TrueLoyal reimagines loyalty by rewarding customers for non-transactional engagements, such as writing reviews or completing profiles.“ This shift, as Jai emphasizes, marks a fundamental change in how TrueLoyal envisions how businesses should connect more meaningfully with their clientele.

Unlocking Value Through Retention

“In the frenetic pursuit of new customers, many businesses overlook the goldmine of retention,” Jai observes. “Retaining existing customers is seven times more profitable than acquiring new ones.” With TrueLoyal’s insights, businesses can analyze data and craft tailored loyalty strategies. Jai notes, “Our clients typically see between a 20 to 25% increase in revenue, alongside heightened customer engagement and satisfaction.”

Customer Loyalty: A Day-One Imperative

Jai endeavors to put startups on notice: “Loyalty should be ingrained from day one.” He elaborates, “Customer retention is like a leaky bucket—if neglected, efforts to acquire new customers prove futile.” Prioritizing retention strategies, as Jai underscores, fortifies the foundation for sustained growth.

Bridging the Omni Channel Divide

TrueLoyal champions an omni-channel loyalty strategy, seamlessly integrating online and offline interactions. Jai explains, “By using TrueLoyal to unify brick-and-mortar presence with digital prowess, businesses forge deeper connections with their clientele.” This approach fosters brand loyalty across diverse touchpoints, which he asserts as a crucial step brands may be overlooking in their overall retention strategies.

Image source: DIVmedia

Beyond Commerce: Rethinking Loyalty and Its Expansive Application

The horizon of loyalty extends far beyond retail realms. Jai highlights novel applications in healthcare, insurance, and even life insurance, where rewards incentivize healthy behaviors. Furthermore, TrueLoyal’s versatility extends to employee and B2B loyalty programs, revolutionizing archaic practices with real-time dashboards and dynamic incentives.

Looking Ahead: Loyalty In The New Century

Jai, looking off to the promise of the future of Loyalty, offers a wise glimpse worth consideration: “Loyalty transcends industries, forging emotional connections and fostering enduring relationships.” TrueLoyal, he emphasizes, stands at the vanguard of this loyalty revolution, propelling businesses into the new century with innovation and unwavering dedication to customer-centricity.

In the constant and chaotic shift that suffices to be the landscape of commerce, Jai Rawat and TrueLoyal embody the spirit of innovation, reshaping the contours of loyalty and redefining the possibilities of customer engagement. As businesses embrace this tectonic shift, they embark on a journey fueled by loyalty, driven by data, and anchored in the relentless pursuit of continual customer delight.

The interview was originally published on DIVmedia’s website on March 6th.