Why Customer Loyalty Is Important

WHY IS CUSTOMER LOYALTY IMPORTANT? 90 82 75 80 70 III I II 60 44 42 46 50 40 33 25 24 25 30 20 12 84% 10 Globally North America Discounted or Free Products Enhanced Service of consumers surveyed said they were more likely to choose retailers that offered a loyalty program. IFree Shipping Exclusive Products or Events I Special Shopping Hours What Loyalty Program Benefits Matter Most? Across the board, What One Attribute Would price is the Encourage You Most to Switch single greatest incentive for Brands, Service Providers, or Retailers? consumers 70 61 to switch brands, service providers or retailers. 60 80% 50 41 40 26 30 20 of consumers state 15 20 10 loyalty programs impact their purchasing decisions. 10 Globally North America Better Price Better Quality Better Service Agreement Better Selection IBetter Features Members in Top 3 loyalty programs tend to spend Marketing Challenges 42 36 34 30-100% more than non-members, and are more frequent in their purchasing. Acquiring New Customers (42%) Retaining Existing Customers & Improving Loyalty (36%) Consistent Customer Experiences Across All Channels (34%) Do Loyalty Programs Affect Behavior or Relationships? 57% 46% 80% 70% of consumers surveyed modified when and where they bought items to maximize the points they receive for purhcases. of consumers surveyed modified what brand they bought to maximize the points they received for their purchases. of consumers surveyed said that loyalty programs are definitely worth the effort of participating. of consumers surveyed said that loyalty programs are a part of their relationship with a company. Sources: Nielsen Global Report of Loyalty Sentiment, November 2013 IBM The State of Marketing 2013, Global Survey of Marketers Maritz Loyalty Marketing Report 2013 (US Edition) Jet: Card Power: The Core of a Successful Loyalty Program CIcerón We Build Brand Advocacy.