Why dont you hire a subject matter expert on loyatly CRM and Identiy management to design these solutions? It seems you have left the design of these features upto IT or product managers who dont seem to have any experience in this area. For example:
No tiers in loyalty
No multiple criteria for qualifying for rewards (eg. customer group AND item)
You seem to have fallen into the Salesforce trap by disconnecting brink and mortar from online, for example coupon codes online have no customer eligibility criteria, whereas in store you do. Why did you have seperate teams work on these different features, the same problem companies like Salesforce trap themselves into - hire some **bleep** experts please!
Standardized email campaigns are not good and there seems no way to build custom campaigns with custom selection criteria - what is wrong with you? E.g. where is your abandon browse ? Why is email your only channel of execution?
You arent able to reconcile multiple identities - e.g. the same person but one record has phone number, the other has email and phone number, match on first and last name - these are the same people but you provide no rules engine to sync these - im sure it can be done manually but how has time to do that kind of clean up one by one
What about adding segmentations to the customer record? It so easy to do, but you don't expose any of the data to allow it - and if you try to do this yourself without asking an expert i know you will end up with a bull**bleep** single segment proxy instead of a multiple custom attribute model - why dont you hire someone who knows how to do this stuff properly?
