Customer Loyalty Statistics: 2017 Edition

Posted by Ashley Autry on Feb 20, 2017 9:02:00 AM

Is 2017 the year customer loyalty truly dies?
 
Or will brands step up their engagement and customer experiences to the level the modern consumer expects? 
 
What can be done to earn die-hard devotion and enthusiasm from a stretched and skeptical populace?
 
Who knows? One thing is for sure, we're going to make sure the data and stats are here for your perusal.
 
As we've done the last couple years, this page is going to contain every piece of relevant customer engagement and loyalty stat released in 2017. Of course, these stats plus stats of year's past can be found on our Ultimate Collection of Loyalty Statistics.
 
As always, we'll provide a link back to the original source of the data. If you have research you'd like us to include, feel free to drop it in the comments.
 
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Topics: loyalty stats, customer loyalty

Five Customer Engagement and Loyalty Strategies Used by the World's Greatest Brands

Posted by Brandon Carter on Feb 14, 2017 9:19:00 AM

If you work in customer/member retention, at some point you've asked yourself in desperation, "What in the &#%@ do these people want?"

Some days it feels like nothing works, despite all your greatest efforts.

Your product might be good enough and your experience might be good enough. But people still may not come back.

Sometimes it's a matter of having that little somethin' extra.

People that turn into loyalists often do so for reasons that have little to do with the product or service purchased.

They connect with the brand on a personal level. Or, the brand offers them something others don't.

I'm going to throw out five broad strategies you can adopt to build better customer engagement and loyalty.

But first, let's put this need in context.

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Topics: Customer Engagement

Coupon Statistics: The Ultimate Collection

Posted by Brandon Carter on Feb 14, 2017 8:00:00 AM

For many, coupons have strange connotations. They're something moms cut out, or they're only used by poor folks or the elderly.

In reality, the opposites of these are true - coupons are incredibly popular among affluent folks and millennials (not to mention every other demographic), and they don't even have to be printed out anymore, so keep your scissors in the junk drawer.

As these statistics reveal, the coupon is still a driving force in commerce that connects people (and their wallets) to brands.

People will never tire of saving money, and brands are always looking to bring in new customers. Mix in a decade-long struggling economy, and you have a savings-savvy mindset that isn't going away anytime soon.

mobile coupons

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Topics: coupon statistics, coupon stats

Eight Real-Life Examples of Businesses Going the Extra Mile to Win Customer Engagement and Loyalty

Posted by Brandon Carter on Jan 31, 2017 8:16:00 AM

Do me a favor. Take off your business hat, and replace it with your consumer one. 

Done? Good.

Now, think for a moment about the brands and businesses you know and trust. How did they earn your devotion?

Was it due to some complicated, multi-tiered loyalty scheme? Perhaps a multi-million dollar branding campaign?

Probably not.

It was something much simpler.

We're betting most of them delivered a good or great experience at the proper value.

And most of these companies you love offer a little something extra. Something different. Something personal. Something that makes them stand out from hundreds of other transactions you've had over the years.

Now, put your business hat back on.

Welcome back!

What's your business doing to be different? What are your personal touches?

Looking for inspiration? 

We found eight real-life examples of companies that are delivering more value than their customers expect. These are businesses intentionally going out of their way to deliver more than just a simple transaction.

Take a look, and see if you find an idea that may just resonate with your customers:

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Topics: Customer Engagement

Need More Customer Engagement? Answer These Five Questions First

Posted by Brandon Carter on Jan 24, 2017 9:04:00 AM

Anyone can get customers.

Customer acquisition can be gamed by throwing money, hiring more sales people, even outright trickery.

Customer loyalty is a much harder game to win.

There aren't any hacks or fool-proof systems that will retain a customer or member for years to come.

(I guess you could hand out stacks of cash every time someone purchases. But good luck getting the CFO to sign off on that.)

No, the shortcuts in customer loyalty are few. If it were easy, you wouldn't be here, reading this.

So what can you do? Where do you even start?

Start by taking a close look at your customer experience - what happens before, during, and after a transaction.

Start by answering these five questions.

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Topics: Customer Engagement

17 Member Engagement Ideas to Try in 2017

Posted by Brandon Carter on Jan 17, 2017 8:28:00 AM

Last week we made a strong suggestion that companies get rid of all their customers - and replace them with members.

A customer is someone who buys something. A member is someone who belongs to something.

We should all aim to have members, even if we don't have a formal membership structure. Members, in this sense, are customers who have developed a deeper, ongoing relationship with your product or brand.

These relationships don’t happen by accident. Some brands can develop deep cult followings, but not all of us can be Apple or Starbucks.

We can however, borrow specific tactics from membership groups designed to build engagement and long-term loyalty.

Start small. Try any of these 17 engagement tactics used by some of the largest membership organizations in the world.

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Topics: Customer Engagement, Member Benefits, member engagement, customer loyalty, association marketing

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