Customer gifting designed to drive action

Inside the lookbook, you’ll find:

Customer gifting scenarios built around key moments in the customer journey
Ideas for using gifting to inspire specific customer behaviors, including acquisition, repeat purchases, renewals, referrals, feedback and reengagement
Ways to connect emotional impact to measurable business outcomes, so every gift performs with purpose
Customer-centric solutions for making gifting easier to personalize, manage, scale and measure
Inspiration for meaningful gift choice, helping each moment feel more relevant

Why gifting is a customer loyalty must-have

A meaningful gift can influence what customers remember, how they feel about your brand and what they do next. A meaningful gifting moment matters because emotional connection influences action.

ITA Group’s research shows that customers who feel emotionally connected to a brand a 4x more likely to visit and 4x more likely to spend with that brand.

That’s why customer gifting works best when it’s designed with intention. A gift should connect to the moment, the relationship and the behavior brands want to inspire next. With the right strategy and partner, gifting can support the actions that move the customer journey forward.

Moments the lookbook explores

Customer gifting is strongest tied to a specific moment in the relationship. The lookbook explores how gifting can show up across the customer journey in ways that feel timely and connected to the next step.

Welcoming new customers after a first purchase or sign up
Encouraging consideration during high-intent decision points
Creating referrals, advocacy or feedback moments

These scenarios are designed to help teams think beyond “send a gift” and start with a bigger question: what should this moment make the customer feel, remember or do next?

Who this lookbook is for

This lookbook is built for marketing, loyalty, customer experience, lifecycle and sales teams searching for a more strategic way to use gifting across the customer journey.

It’s ideal for teams asking questions like:

How can we make customer touchpoints feel more personal?
Where can gifting help strengthen customer loyalty or retention?
How do we re-engage customers in a way that feels thoughtful?
What moments deserve more than another email or discount?
How do we scale customer gifting without losing personalization?

Whether you’re building a loyalty strategy, improving lifecycle engagement, planning customer appreciation, exploring a customer gifting platform or connecting to broader customer-centric innovation solutions, this lookbook gives you a place to start.

Strategic customer gifting is a clear competitive advantage

A well-timed and thoughtful gift can cut through marketing noise because it feels personal in a way most marketing touchpoints don’t.

And there is real business value behind that feeling. Research published in the Journal of the Academy of Marketing Science found that customer gifts can increase loyalty and transactional spend across both new and existing customers. In field studies, gifts generated up to 32% additional spending.

That makes strategic gifting a smart way to create emotional connection, influence behavior and give customers a reason to keep moving forward with your brand.