Shikha Narula emphasized that Bank of America values inclusivity in their Preferred Rewards program, stating, "We strive to ensure every member, regardless of their tier, receives tailored benefits that resonate with their unique lifestyles. Our commitment to personalization has been instrumental in fostering loyalty across diverse customer segments."
Discussing generational differences, Narula noted, "The interaction with loyalty programs varies greatly among generations. Younger members often prefer digital engagement, while older generations value direct contact. Thus, we adapt our strategy to cater to these preferences, ensuring high engagement levels across the board."
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