Top Marketing Trends to Revive Loyalty in 2025

With a forecasted 25% drop in brand loyalty, you’ll need to think creatively to keep your customers close in 2025. Consumers are becoming more price-conscious due to rising living costs, and this shift in behaviour is affecting even the most established brands.

As shoppers seek better value, they’re more willing to switch brands in search of the best deals. This has led to increased competition, with companies exploring various strategies to retain customers. For instance, some big brands like Apple and Starbucks have started offering discounts to appeal to cost-sensitive consumers.

However, relying solely on discounts might not be the best strategy. While discounts are a popular form of sales promotion, they can sometimes attract customers who are only looking for the lowest price and may not become loyal to your brand. Plus, frequent discounting can erode your profit margins, affect your brand’s perceived value, and reduce customer lifetime value.

So, what’s a better approach to enhancing customer loyalty without compromising your brand’s value? Diversifying your sales promotions! By incorporating other types of promotions—like value-added offers, exclusive deals, or experiential rewards—you can maintain your price point and brand positioning while appealing to your customers’ desires and needs.

If you want to keep your existing customers loyal and attract new ones who will stick around, you might need to step up your promotional strategy next year. Not all sales promotions are created equal. The most effective ones tap into the latest technologies and marketing trends. So, let’s dive into today’s topic and find out what marketing and promotional trends you should keep in mind when fine-tuning your strategy for 2025.

So, what’s on the marketing horizon for the new year? We scoured the internet and the latest industry reports to handpick four B2C marketing trends that could significantly enhance customer loyalty next year. Let’s take a look.

With 56% of shoppers more likely to buy again from brands that offer a personalised experience, personalisation will be crucial for B2C marketers in 2025. While tactics like suggesting products based on browsing history are common, true personalisation goes deeper—it involves creating tailored experiences that resonate with individual customer needs and preferences across all touchpoints.

To enhance your personalisation strategy, focus on integrating data from various sources—purchase history, browsing behavior, and customer interactions—to build comprehensive customer profiles. Leveraging AI and machine learning can help you analyze this data to deliver real-time, personalised content, offers, and recommendations.

However, effective personalisation isn’t just about technology and data analytics. It’s about delivering value in a way that feels genuine and respectful. Ensure transparency about how you use customer data and provide options for them to control their preferences. Balancing sophisticated personalisation with a strong commitment to privacy will be key to building trust

Automation is taking customer experience and customer service by storm. And according to CX AI solutions company Servion, we’re at a turning point where customers are actually expecting AI to take the lead. Servion predicts that by 2025, AI will run 95% of all customer chats and calls, and it will be so smooth that customers won’t even realise they’re chatting with a bot.

But AI isn’t just about chatbots and automated responses—it’s also enabling more immersive and interactive experiences. Consumers are showing increasing interest in advanced technologies like virtual reality (VR), augmented reality (AR), and holograms, which can elevate the customer experience to new heights. For example, AR can allow customers to virtually try on products or see how furniture looks in their home, while VR can offer immersive brand experiences that deepen engagement.

So, if you’re not yet leveraging AI and related technologies to make customer experiences more interactive and engaging, now is the time to start thinking about it.

Social media is the new shop window. It has become a virtual shopping centre where people not only discover products and find inspiration but can also buy directly on the spot. With platforms like Instagram and TikTok offering users the option to buy right from the app, selling on social media is rapidly expanding.

Let’s look at some stats to get a clearer idea of their power:

• 76% of consumers purchased a product they saw on social
• 47% of US consumers have bought something via social media, and 58% are interested in doing so.
• 87% of Brands selling on social confirm it’s an effective sales channel
• 87% of Brands say UGC increases sales, and 92% say it increases brand awareness

So, if social media is where your customers buy and spend their time, that’s where your campaigns should be, too. And one of the best ways to boost engagement, build community, and foster loyalty on social media is through user-generated content. It turns customers into brand advocates, resonating more deeply with your audience.

Selling top-notch products is no longer enough to keep customers loyal and engaged. As shoppers care more than ever about the environment and social issues, they want to see their favourite brands doing the same. In 2025, you’ll need to show—not just tell—that you actively support the well-being of the planet and the community.

From creating products to crafting your message, everything counts. Be clear and transparent about where your products’ materials come from, opt for eco-friendly packaging, and run campaigns that spotlight your commitment to making a difference. Customers will notice—and they’ll be more likely to stick around.

Now that we’ve explored what trends will drive loyalty next year let’s see which sales promotions mechanics and add-ons you can use to leverage them in your campaigns.

Just like any other marketing field, sales promotions are constantly evolving.  At Benamic, we stay on top of these innovations to ensure that our clients’ promotions remain fresh, impactful, and ahead of the curve. Thanks to new tech developments, the promotional landscape offers countless options—from gamified add-ons to personalised customer journeys—giving you the flexibility to customise your campaigns to match your brand’s goals and your customers’ preferences.

Let’s explore some of the key mechanics and enhancement features that can keep your customers coming back and attract new ones to your brand.

These days, customers expect experiences tailored just for them. When your promotions speak directly to their preferences and behaviours, you’re more likely to grab their attention and encourage engagement. But here’s the catch: many marketers struggle with personalisation because their promotion and loyalty data aren’t linked up.

In fact, 78% of US B2C marketing execs say that disconnected data is a major hurdle in understanding what customers really want. Sound familiar? If so, making it a priority to connect your promotion and loyalty data should be on your 2025 to-do list. By bringing these data streams together, you’ll get a complete picture of your customers, making it easier to craft targeted, personalized campaigns that hit the mark.

But let’s be real—it’s not a simple task. Integrating these datasets can be complex and requires careful planning. Here’s how you can tackle it:

• Map Out Your Data Sources: Start by identifying where your promotion and loyalty data are stored and how they’re currently used. This will give you a clearer idea of what needs to be connected.
• Collaborate Across Teams: Bring together folks from marketing, IT, and customer service. Getting everyone on the same page early on can help smooth out the process.
• Set Clear Goals: Define what you want to achieve with this integration. Whether it’s better customer segmentation, more personalized offers, or enhanced loyalty programs, knowing your goals will guide your efforts.
• Explore Integration Options: If you handle promotions internally, your tech team might develop custom solutions to link the data. If you’re working with a promotion management company, they should be able to help you seamlessly integrate their systems with your existing tech stack.

At Benamic, we get how challenging this can be. That’s why we offer end-to-end promotional solutions and can integrate our promotion systems with your tech setup if needed. This means you won’t have to juggle working multiple datasets separately and manually.

In a world where instant gratification is the norm, customers expect their rewards promptly when they participate in promotions. Long waiting times, complicated claim processes, or lack of communication can turn an exciting promotion into a source of frustration — eroding brand loyalty, which is already expected to decline in 2025. Here’s why addressing these issues matters and how partnering with a specialised provider can make it easier to keep your customers engaged and loyal.

Complex or confusing claim processes are one of the primary reasons customers lose patience with promotions. If customers encounter too many hurdles, they’re likely to disengage from your brand altogether.

By streamlining your claim process can reduce frustration and speed things up. If you’re managing promotions internally, focus on essentials:

• Clear Instructions: A step-by-step guide for claim submissions makes the process easy to understand and helps reduce errors.
• Minimal Documentation: Avoid asking for unnecessary information that could complicate the process.

If you’re working with a promotions partner, ask about their claim validation approach. At Benamic, for example, we use a mix of automated validation tools and manual review to verify claims quickly, reducing errors and allowing customers to receive rewards faster. This approach simplifies the process for your team and creates a better experience for customers.

Customers who aren’t kept informed about their reward status often feel left in the dark, which can create doubt and frustration. Without regular updates, “where’s my reward?” inquiries can also overload your support team.

Maintaining transparent communication builds trust and reduces support inquiries. For in-house teams:

• Use Email Templates: Send updates at key stages—like “Claim Received,” “Claim Under Review,” and “Reward Approved.” Even a simple email system can keep customers informed.

For those partnering with a provider, automated notifications offer a more robust solution. For instance, Benamic provides real-time updates and self-tracking options so customers can check on their claim’s progress whenever they want. This proactive approach reduces uncertainty, making customers feel valued without additional strain on your team.

Delays in reward delivery—whether for local or international promotions—can frustrate customers and damage brand trust. Slow payouts or rewards not arriving as expected can discourage customers from participating in future promotions and weaken their loyalty.

Implementing efficient processes to deliver rewards promptly is essential. Here’s how you can achieve this:

• Set Clear Expectations Upfront: Clearly communicate when customers can expect to receive their rewards. Whether it’s a cash rebate, cashback offer, or another type of reward, transparency about timelines helps manage customer expectations and reduces frustration.
• Optimise Your Reward Fulfillment Process: Review and streamline your internal procedures to minimize delays. This might involve scheduling regular payment runs for cash rewards, using faster electronic payment methods, or simplifying approval workflows for reward distribution.
• Consider Partnering with Specialists: If managing reward fulfillment is resource-intensive or complex—especially for larger promotions or those spanning multiple regions—partnering with a promotions management company can be beneficial. A provider like Benamic specializes in end-to-end reward fulfillment, ensuring customers receive their rewards promptly and accurately. This not only enhances the customer experience but also frees up your team to focus on core marketing activities.

Customers often have questions about their claims, eligibility, or reward status. If they can’t easily find the information they need, they may feel frustrated or neglected, reducing their likelihood of engaging with future promotions.

Offering accessible and easy-to-navigate support channels reassures customers that you’re there to help, enhancing their experience and trust in your brand. Here are ways to build this accessibility into your support:

• Comprehensive FAQ Page: Create a detailed FAQ section on your website that addresses common questions about the promotion, claim process, and reward delivery. This self-service option empowers customers to find answers quickly without needing to contact support.
• Email Support: Provide a dedicated support email address for promotion-related inquiries. Ensure your team monitors this inbox regularly and responds promptly to customer queries.
• Live Chat During Business Hours: If resources allow, implement a live chat feature on your website during peak hours. This allows customers to get immediate assistance from your team when they’re most active.
• Social Media Engagement: Monitor your brand’s social media channels for customer questions or comments about the promotion. Responding quickly on platforms like Twitter, Facebook, or Instagram can enhance customer satisfaction and public perception.

If You’re Partnering with a Provider:

• 24/7 Chatbot Support: Advanced providers like Benamic offer chatbot services that are available around the clock. These chatbots can handle a wide range of customer inquiries, from basic promotion details to real-time claim status updates, providing immediate assistance even outside of your business hours.
• Multilingual Support: If your promotion reaches an international audience, a provider can offer support in multiple languages, ensuring clear communication with all customers.
• Integrated Support Systems: Providers can offer integrated platforms where customer support is directly connected to claim data. This allows for personalized responses and quicker resolution of issues.

Building on the importance of sustainable marketing, trade-in programs offer a practical way to demonstrate your commitment to the environment while also enhancing customer loyalty. Trade-ins allow customers to return their used products in exchange for discounts on new purchases or other incentives. This not only encourages repeat business but also promotes recycling and responsible consumption.

Implementing a trade-in program can:

• Reduce Environmental Impact: By recycling or refurbishing returned products, you help minimise waste and conserve resources.
• Enhance Brand Image: Showing that you’re taking tangible steps toward sustainability can improve how customers perceive your brand.
• Drive Sales: Offering incentives for trade-ins can encourage customers to upgrade to newer models or try additional products.

Companies like Apple and Patagonia have successfully implemented trade-in programs, strengthening their brand loyalty while promoting sustainability. By incorporating a trade-in program into your strategy for 2025, you align with consumer values and contribute to a more sustainable future.

We have seen earlier how social media will dominate B2C marketing in 2025. So, why not include in your plan promotions that can seriously amplify your reach on social media? Instant Wins and Competitions are perfect for that, and here is why:

• Winners love sharing: When someone scores a prize, they’re likely to post about it on social media, tagging your brand, and showing off their winnings. This natural shareability increases the organic reach of your campaign and gets more eyes on your brand without extra effort or marketing spending.
• Word-of-Mouth Buzz: Every post a winner shares is like a mini endorsement for your brand. Their excitement can influence their friends to participate in your promotion and follow your brand. This kind of word-of-mouth promotion is gold, as people tend to trust recommendations from friends and family more than traditional advertising.
• Easy to Integrate Across Channels: Instant wins and competitions are incredibly versatile. You can easily integrate them across social media, emails, and other marketing channels. This can help you launch multichannel campaigns and reach your customers wherever they like to buy and look for deals.

These promotions will keep your audience engaged and more likely to stick around. Plus, it will help you spread your brand’s message across different channels, from in-store to social media.

Want to really click with your customers? How about teaming up for a good cause? Giving them the option to donate to a charity when they participate in your promotion is a solid way to show you’re all about the same values. Plus, it ties your brand to something bigger—a real meaningful action.

And to keep it fair and affordable for everyone, you can make the donation optional and let your customers pick how much they want to contribute. That way, everyone can get involved, no matter their budget.

Just to give you an example, Hisense teamed up with our team to roll out a cashback campaign for UEFA Women’s EURO 2022, which gave participants the opportunity to donate a portion of their cashback to Women in Sport. The mix of cashback rewards and supporting a meaningful cause really hit home with Hisense customers, making the campaign a huge success.

As we look ahead to 2025, the anticipated decline in brand loyalty presents both a challenge and an opportunity. By embracing innovation and aligning your promotions with emerging marketing trends, you can not only retain your existing customers but also attract new ones who will stay loyal to your brand.

Here’s how you can turn these trends into tangible results:

• Personalise Your Approach: Connect your promotion and loyalty data to create tailored campaigns that resonate with individual customer preferences.
• Leverage AI and Automation: Enhance customer experiences by speeding up reward delivery and providing instant support, meeting the growing demand for immediacy and efficiency.
• Harness Social Media Power: Boost engagement and reach through instant wins and competitions, turning your customers into enthusiastic brand advocates.
• Align with Meaningful Causes: Integrate charity donation options and trade-in programs to demonstrate your commitment to social responsibility and sustainability, building deeper connections with your audience.

By implementing these strategies, you transform your promotions from ordinary to extraordinary—cutting through the noise and making a lasting impact in a crowded marketplace.

Now is the time to act. The brands that thrive in 2025 will be those that anticipate change and adapt proactively. Don’t let the decline in brand loyalty catch you off guard.

If you’re ready to elevate your promotional campaigns and foster stronger customer relationships, we’re here to help. Get in touch with our team today, and let’s collaborate to create innovative promotions that drive loyalty and growth for your brand.