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2018 Customer Engagement & Loyalty Statistics

By Ashley Autry | Updated on Feb 13, 2018 8:31:00 AM

What causes customers to disengage from brands? 
Conversely, what causes them to fall in love with a brand and never defect?
Do loyalty programs matter anymore? Are people just looking for freebies, handouts, and the lowest possible price?
These are questions we're all seeking answers to. 
We're here to help, and we're bringing data with us!
Just as we've done over the past several years, we're compiling every relevant piece of customer engagement and loyalty data publicly released this year. We'll add new data weekly, if not more frequently, so bookmark - or subscribe to our weekly email, which will highlight the most interesting and topical stats.
Of course, these stats plus stats from recent years 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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2018 Customer Engagement & Loyalty Stats

  • 80% of consumers indicated they are more likely to do business with a company if it offers personalized experiences (Epsilon)
  • Consumers who believe personalized experiences are very appealing are 10x more likely to be a brand’s most valuable customer – those expected to make more than 15 transactions in one year (Epsilon)
  • Consumers who believe companies are doing very well on offering personalized experiences shop more than three times more frequently (Epsilon)
  • 22% of consumers would leave for other brands after a creepy experience (InMoment)member benefits

2018 Loyalty Program / Loyalty Marketing Stats

  • 63.1% of Millennials and 61.3% of Gen X view loyalty programs as important to them (AlixPartners)
  • 78% of consumers prefer to access rewards and incentives online and want them immediately, compared with 22% who want their rewards and incentives by mail (Virtual Incentives)
  • 65% of consumers view incentives and rewards as bonus money and don’t consider them part of regular income, even though 62% spend rewards on everyday purchases (Virtual Incentives)
  • 75% of consumers say they favor companies that offer rewards (Virtual Incentives)

2018 Retail Loyalty Statistics

  • 60% of consumers say purchasing products at the lowest price possible is most important to them when shopping online (Radial)
  • 40.7% of baby boomers indicated that price was more important than a loyalty program vs 22.5% of Millennials (Aruba)
  • 66.3% of Millennials indicate they are more likely to shop from stores where they are part of the loyalty program vs. only 33.3% of baby boomers (Aruba)
  • 60% of Americans make a conscious decision to visit a specific business because they know it has nice restrooms (Bradley Corp)
  • 43% of consumers said if an Amazon Go opened nearby, they would shop less at traditional c-stores (AlixPartners)
  • 57% of Costco members also pay for Amazon Prime (MoffettNathanson)


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2018 Travel Loyalty Statistics

  • Nothing here yet - bookmark and check back soon for the latest data

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2018 Restaurant Loyalty Statistics

  • Nothing here yet - bookmark and check back soon for the latest data

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2018 Bank & Financial Loyalty Stats

  • Nothing here yet - bookmark and check back soon for the latest data

2018 Member and Subscriber Engagement & Loyalty Stats

  • 15% of online shoppers have signed up for one or more subscriptions to receive products on a recurring basis (McKinsey & Co)
  • The subscription e-commerce market has grown by more than 100% a year over the past five years (McKinsey & Co)
  • The median number of subscriptions an active subscriber holds is two, but nearly 35% have three or more (McKinsey & Co)
  • Male shoppers are more likely than women to have three or more active subscriptions – 42% vs. 28% (McKinsey & Co)
  • 28% of curation and access subscribers said that a personalized experience was the most important reason for continuing to subscribe (McKinsey & Co)
  • For replenishment subscribers to continue subscribing, convenience (24%) was the most important consideration, though value for the money (23%) and personalized experiences (22%) were also important (McKinsey & Co)

2018 B2B Loyalty Stats

  • Nothing here yet - bookmark and check back soon for the latest data

Topics: customer loyalty

Written by: Ashley Autry

Ashley Autry is a Marketing Professional at Access Development. She's an expert proofer, gatherer of loyalty stats, research guru, writing queen, and overseer of various marketing projects.