Customer Loyalty Statistics: 2. Edition. Update: Looking for 2. Check out our collection here. It's a new year, and as Bob Dylan warned us way back, the times are a- changin'. In the world of consumer preferences, things are a- changin' by the nanosecond it seems. This story was delivered to BI Intelligence 'Payments Briefing' subscribers. To learn more and subscribe, please click here. Starbucks' loyalty program.Want to know the latest trends in customer loyalty? Check out our collection of 2015 customer loyalty statistics. It's a load to keep up with. To help you stay abreast of this ever- changing world in which we live, we're collecting every relevant customer loyalty statistic we can find that's released in 2. These statistics are generated by research firms, loyalty and rewards firms, retailers, and more. That means sometimes the statistics can be skewed, and often one statistic will conflict with another. For you suspicious minds out there, we'll provide a direct link to the research so you can decide for yourself. Want more? Be sure to check out our ultimate collection of loyalty statistics for these stats as well as others from the past few years. We have collections of Millennial loyalty stats, employee engagement and loyalty stats and coupon stats. If you have research you'd like us to share, please leave us a note in the comments. Boomark this page and check back often. We will update the page frequently throughout 2. Lim College)6. 5% of all consumers say they feel good about themselves and the company they are doing business with when they resolve a problem without talking to customer service (Aspect Software)6. Millennials say they feel good about themselves and the company they are doing business with when they resolve a problem without talking to customer service (Aspect Software)5. Millennials have switched brands in the past year because of poor customer service (Aspect Software)Frequency of interaction builds loyalty and advocacy: 8. Strativity) 3. 0% of less frequent customers wouldn. The 1. 0% who spend more say they have no choice, being locked into a contract or have no other alternative (SDL)While 3. SDL)2. 7% of young millennials will not try to resolve a customer experience failure, as compared to 1. SDL)More than 4. 0% of consumers' worst customer experiences have occurred in digital industries, including communications, electronics and online retail (SDL)Consumers are more likely to remember a negative experience than a positive one: of those consumers that can recall a major negative customer experience that occurred in the past 1.
SDL)Engaged consumers buy 9. All of these factors lead to engaged customers delivering three times the value to the brand over the course of a year (Rosetta)When we compare highly engaged athletic clothing customers to non- highly engaged customers, we see that highly engaged consumers spend 9. Rosetta)Engaged customers are four times more likely to say they . Millennials are 2. Medallia)5. 5% of Millennials rank technology failures or the inability to carry out a transaction online in their top three most frustrating banking experiences (Medallia)Boomers are 2. Millennials to cite an interaction with a bank employee as driving a positive experience, and 1. Medallia)Chase had the highest level of consumer engagement for the Bank category (Brand Keys)3% of the banking industry rewards customers for at least one form of engagement (Cap Gemini)9. Millennials report being satisfied with their online banking experience at their primary bank, yet they also change banks more often than customers in other age groups (Accenture) 1. Millennials said they switched from their primary bank in the past 1. Accenture)Local/community banks are the biggest . But only 1. 8% of customers expect to engage this way (IBM)4. Millennials were more likely to report trust in financial institutions, a trust that was still missing compared to consumers ages 3. Makovsky)7. 9% of Millennials were more likely to change to an alternative digital financial services provider because of unauthorized access and theft of personal data (Makovsky)7. Millennials were more likely to change to an alternative digital financial services provider because of negative news relating to their financial institution (Makovsky)7. Millennials were more likely to change to an alternative digital financial services provider because of lower costs or fees, and 6. Makovsky)Reasons U. S. By comparison, just 7% of baby boomers stayed with a program for those reasons (Colloquy)4. Colloquy)6. 4% of enterprise mobile marketers said that their top priority for mobile apps is to enhance the customer experience and drive customer loyalty (Follow. Analytics) The loyalty management market is expected to grow USD 1. Billion in 2. 01. USD 4. 0 Billion by 2. Markets and Markets) Boomers (4. Cherry London)Airlines have 3. Colloquy)Hotels have 2. Colloquy)Car Rental & Cruise industries have 4. Colloquy)The gaming industry has 1. Colloquy)Financial services has 5. Colloquy)4. 8% of consumers participate in more restaurant loyalty/reward programs than they did 2 years ago (Technomic Inc)4. Bond)4. 3% of members are very satisfied with the program experience (Bond)4. Bond)3. 1% of members are very satisfied with their consumer packaged goods program experience (Bond)3. Bond)2. 8% of members feel very satisfied that they get a personalized experience (Bond)1. Bond)3. 7% of members strongly agree that programs are trustworthy (Bond)3. Exentus)1. 9% of consumers would choose a different brand to earn 2. Exentus)2. 01. 5 Retail Loyalty Statistics. There are 2. 29. 6 million department store loyalty program memberships, an 1. Colloquy)7. 9% of 2. Epsilon)7. 4% of 2. Epsilon)6. 4% of retailers say their loyalty/rewards program is the best way to connect with consumers (Forrester)3. Bond)The average satisfaction score among those in a retail reward program was 4/5, compared to only 3/5 in the finance sector (Collinson Latitude)7. U. S. Their preferred brand loyalties differ from older consumers by rates of 1. Excentus)About 5. US consumers reported experiencing a problem on their last shopping trip. Of those customers, 8. Among these silent shoppers, 3. Loyalty. One) When retailers can collect insights from their loyalty- based data to refine pricing, promotions, assortment and marketing to customer preferences, there is a consistent 1% to 4% increase in sales and a 4% to 7% increase in profits (Boston Retail Partners) 1. Boston Retail Partners) Loyalty programs are a top priority for 4. Boston Retail Partners)1. Boston Retail Partners)5. Boston Retail Partners)7. Deloitte)5. 9% of shoppers said holiday gift return policies make or break their opinion of a retailer (Colloquy)8. Boston Retail Partners)8. Colloquy)4. 6% of retailers say loyalty programs are the best sales drivers (Forrester)6. Crew had the highest level of consumer engagement in the Apparel Retailer category (Brand Keys)1. Cap Gemini) Marshall's & TJ Maxx had the highest level of consumer engagement in the Dept. Store Retailer category (Brand Keys)Walmart had the highest level of consumer engagement in the Discount Retailer category (Brand Keys)Home Depot had the highest level of consumer engagement in the Home Improvement Retailer category (Brand Keys)Dick's had the highest level of consumer engagement in the Sporting Goods Retailer category (Brand Keys)3. Forrester) 2. 5% of mobile users search or redeem coupons on their smartphones (Forrester)5. Forrester)Based on overall program satisfaction, the best mid- frequency retail program was Amazon, followed by Barnes & Noble. The worst was Best Buy (Bond) Based on overall program satisfaction, the best high- frequency retail program was Kroger, followed by Food Lion. The worst was Target Pharmacy Rewards (Bond)Based on overall program satisfaction, the best consumer packaged goods program was L. The worst was Pepsi (Bond)Based on overall program satisfaction, the best entertainment program was Regal Cinemas, followed by AMC. The worst was Cinemark (Bond)Top 5 loyalty program climbers over the last year were SUBWAY Rewards (+3. Barnes & Noble Member (+3. The Children. Millennials (6. Gen Xers (5. 5%) are also more likely to pay more for the experiences they value (Synchrony Financial)2. Exentus)2. 4% of consumers prefer cash- register instant discounts (Exentus)2. Exentus)1. 6% of consumers prefer grocery rewards (Exentus)Of the total figure for all coalition loyalty programs (2. Finaccord)2. 01. 5 Restaurant Loyalty Statistics. One of the top brands that best meets millennial consumers. The worst was Qdoba Mexican Grill (Bond)Based on overall program satisfaction, the best casual dining program was TGI Fridays, followed by Pizza Hut. The worst was Outback Steakhouse (Bond)One of the top loyalty program climbers over the last year was SUBWAY Rewards (+3. Bond)Some of the top loyalty program decliners in the past year were Qdoba Rewards (- 1. Outback Steakhouse My Outback Rewards (- 1. Bond)One of the top loyalty programs is Denny.
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