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Consumer Loyalty - incommweb.s3. · PDF file loyalty program rewards are: 1. Visa® Gift Card 2. Retailer Specific Gift Card 3. Cash Back. 6 stopped shopping with the store or brand

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  • Consumer Loyalty INCOMM CORPORATE RESEARCH: Incentives Market Metrics 2020 | 2,546 Panel

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    Loyalty Is In 94% of respondents are currently

    enrolled in and use a loyalty program.

    Loyalty programs are big business. Whether it’s grocery club savings,

    airline miles, or rewards points from a hardware store, consumers are active in loyalty programs — and taking note

    of the experience.

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    Most consumers first enroll in a loyalty program because the enrollment process is easy. However, one third leave a program in the first month. For long-term viabilty, drive customer spend up, or increase member retention.

    REAL COMMITMENT:

    The majority of respondents are long-term members that have a lasting relationship with a favorite brand.

    reported a positive experience with their

    loyalty program

    70% are influenced by a promotion to make a purchase.

    The top reason consumers opt out of a program is “not enough opportunities to earn points or rewards”.

    Other reasons include:

    Perks not valuable or appealing

    Points expire too quickly

  • Rewards, Value & Redemption

    say the rewards or perks offered to them by their loyalty program are highly valuable.

    70%

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    When it comes to paid membership reward programs, respondents redeem the perks or rewards offered:

    28% A few times per month

    26% Less than once a month

    22% Weekly

    13% Once per month

    8% Daily

    would prefer to save up points or rewards for a specific purchase, rather than having them automatically applied.

    61% say they use their rewards for themselves

    37% report self-use or gift to friends & family

    2% give their rewards to others

    THE 3 MOST PREFERRED loyalty program rewards are:

    1. Visa® Gift Card 2. Retailer Specific Gift Card

    3. Cash Back

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    stopped shopping with the store or brand after having a bad experience with their loyalty program

    would consider switching to a competitor’s loyalty program due to a better points system (value, opportunities, expiration etc.).

    are likely to participate in any loyalty program in the future.

    The Loyalty Experience

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    • Take a survey

    • Watch a video (under 10 minutes)

    • Watch a product demonstration

    • Write a review

    • Fill our a personal profile

    Most preferred methods of communication for loyalty programs are:

    The majority would spend up to 30 minutes doing one of these activities to receive a discount from a 3rd party coupon or loyalty program:

    Emails or notifications

    if your points are about

    to expire

    Notifications when there

    are redeemable rewards

    opportunities near you

    Emails or notifications

    offering promotions

    The majority of respondents visit their preferred paid membership reward program at least a few times per month, with 16% of them visiting daily

  • Questions?

    CONTACT US AT [email protected]

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