Unlocking loyalty: The power of a winning card strategy

With 74% of cardholders considering switching, banks often rely on rewards programs to stay competitive. But successful card strategies go beyond points and perks – they build long-term relationships that keep customers feeling genuinely rewarded.

Cards have evolved from basic payment tools to powerful instruments for increasing wallet share. Thanks to instant payments, digital wallets, and personalization, customers' expectations have changed – and traditional rewards programs are no longer enough.

At a time when cards need to do more, Capgemini's World Retail Banking Report 2025 suggests a card strategy that motivates cardholders both rationally and emotionally. Whether customers are motivated to switch because of high fees and service quality, or trust and social proof, a successful strategy tackles the lot.

3 keys to success

When failing to meet marketing promises can lead to loyalty decline, banks can meet their customers' expectations by:

• Staying customer-centric to deliver a cards offering that's relevant and impactful.
• Communicating both emotional and financial benefits across all touchpoints.
• Using AI and machine learning to deliver hyper-personalized digital experiences.

In short, today's customers expect hyper-personalized, seamless experiences. That's why banks must transform their loyalty strategies to build deeper bonds, leading to long-term engagement and sustained revenue growth. 

Read Capgemini's recent point of view for the full set of insights on delivering successful loyalty transformation.