Customer Loyalty at First Sight? It's Possible (But Don't Count on It)

Posted by Brandon Carter on Sep 13, 2017 9:22:37 AM

Movies and novels throughout history have convinced us that there is such a thing as “love at first sight.”

And you know what: it’s true!

People do randomly lock eyes from across a crowded room, sparking instant passion and the shared knowledge that they’re meant to be together forever.

Seriously, there’s science revealing the numerous judgments our brains have evolved to make within the first few milliseconds of meeting someone.

So yes, it’s real.

It also only happens for a tiny fraction of the population. Roughly half of all marriages end in divorce, after all.

For the rest of us, lasting relationships and affinity are built over time. They require ongoing effort, trust, and a genuine connection.

The same is true of business relationships and how consumers decide which brands they seek out over others.

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Topics: customer loyalty

Customer Loyalty Statistics: 2017 Edition

Posted by Ashley Autry on Sep 12, 2017 7:02:00 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: customer loyalty

Loyalty Statistics: The Ultimate Collection

Posted by Brandon Carter on Sep 12, 2017 6:02:00 AM

New Call-to-action(New: Only want the latest data? Check out our collection of 2017 loyalty stats.)

Customer brand loyalty is a rich and complex subject to grasp. 

What is it? (Here's a definition.)

How is it earned?

Is it worth the effort?

For your convenience, we've compiled dozens of statistics to help light the way - from how many people are active in loyalty programs to what they're looking to get out of them and how they'd like to be communicated with.

We've tried to make this list as relevant as possible, which means we combed through recent research with a focus on the US (with the occasional global stat thrown in).

These stats are culled from a variety of sources, and we've provided source links for each of them (though some are gateway pages that require you to register or submit your information to receive the actual research).

Sometimes the data conflict with other sources - we'll leave it up to you to decipher which is most accurate.

We'll keep this list updated on a weekly basis with the latest and greatest. If you know of a stat we're missing, or want your own research included in our collection, leave us a note in the comments.

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Topics: Rewards Programs, Points and Miles Programs, Customer Incentives, Discount Programs, customer loyalty

Millennial Loyalty Statistics: The Ultimate Collection

Posted by Brandon Carter on Sep 12, 2017 4:00:00 AM

Everyone wants to get in on Millennials and their precious dollars, but how? How do you connect with a group that knows marketing when they see it and shies away from (most of) it? What can be done now to create lifetime loyalty?

To help provide some perspective, we've compiled a gathering of statistics on Gen Y loyalty and brand preferences.

We've focused on US-based research from the past 2-3 years, though there are exceptions. We'll add more as data becomes available, and feel free to tip us off to anything we've missed.

Here's what we know for sure now:

  1. They're heavily influenced by their peers and online networks
  2. The criteria they evaluate brands with is different from other generations, and leans heavily toward price and corporate social responsibility behavior
  3. They expect brands to be open to their voices and exhibit a willingness to change.


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Topics: customer loyalty

Most of Your Customers are Happy. Why Aren't They Loyal?

Posted by Brandon Carter on Aug 15, 2017 8:16:00 AM

Are you mad at a business right now?

Maybe the laundromat lost your favorite shirt.

Perhaps the local chicken place served up fried vermin instead of chicken.

Or it could be that your preferred work commute coffee stop ran out of your favorite blend. (That's mine. Curse you, Carl's Coffee Haus!)

The odds are good that you're at least a little upset with some business out there, but it probably isn't that important. You'll move on after venting to a friend and maybe firing off a tweet or three.

But what about the other 50 businesses you've engaged or transacted with in the past few weeks? The ones that didn't screw up your order.

You're satisfied with them, right?

So you'll return, and give them your business again?

Some of them, maybe.

Most of them? Probably not.

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Topics: customer loyalty

Know Thy Customer: Why companies MUST have a data-centric view of their customers — or be crushed by companies that do

Posted by Guest Author on Aug 8, 2017 8:25:00 AM

Here’s a quick experiment for you: open up your email inbox, and hop over to your promotions tab. What do these marketing emails look like? I’m seeing highly personalized messages from AirBnB, luring me back to the site with mentions of trips I created, yet left unbooked. I scroll down and see a “we miss you!” email from an ecomm outlet I used to frequent, right above some timely messaging from a luggage brand I’ve been eyeing.

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Topics: Customer Engagement, customer loyalty

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