2020 Customer Engagement & Loyalty Statistics

• 2020 Customer Loyalty Statistics
• 2020 Loyalty Program / Loyalty Marketing Statistics
• 2020 Retail Loyalty Statistics
• 2020 Restaurant Loyalty Statistics
• 2020 B2B Loyalty Statistics

2020 Customer Engagement & Loyalty Stats

• 59% of U.S. shoppers have told someone about a negative experience they’ve had with a company (Criteo)
• 75% of consumers expect a consistent experience wherever they engage with a brand regardless of the channel (website, social media, mobile, in person), Salesforce
• Customers who had an unpleasant experience on your website are 88% less likely to return to your website, Adobe 
• 68% of U.S. shoppers have recommended a company to someone based on a good experience (Criteo)
• 42% of U.S. consumers said they visit stores because of in-store offers (Criteo)
• 26% of U.S. shoppers said they visited a store after receiving an online offer that was delivered via ads or email (Criteo)
• 73% of shoppers are open to taking a chance on companies they’ve heard positive things about but haven’t yet tried (Criteo)
• 89% of people are likely to recommend a brand after a positive brand experience on mobile, ThinkwithGoogle
• The #1 reason customers switch to a new brand is feeling unappreciated, New Voice Media
• 51% of consumers claim that most companies don’t meet their expectations for great experiences, Salesforce
• 93% of U.S. shoppers cite discounts and offers as important factors when deciding whether or not to purchase from a retailer or brand (Criteo)
• 60% of U.S. shoppers say they always take and use in-store coupons when they’re available (Criteo)
• 51% of U.S. shoppers often search for coupons online before making an online purchase (Criteo)
• 53% of U.S. shoppers clip coupons at home and use them in-store (Criteo)
• 45% of U.S. shoppers print out coupons from the internet and use them in-store (Criteo)
• One in six customers stopped shopping with a brand because its values were not aligned with their personal beliefs (Criteo)
• 51% of customers say that brand values affect their purchasing decisions (Criteo)
• 35% of customers are more likely to buy from a brand if it demonstrates that its values align with their own (Criteo)
• Email marketing platforms are ranked as the most used technology for customer engagement by companies at 79% (London Research)
• 95% of companies mention they engage with their customers through their website (London Research)
• Email is ranked as the most effect channel for engagement and lead nurturing by companies at 68% (London Research)
• Email is ranked as an effective channel by companies for customer retention and loyalty at 71% (London Research)
• Personalization and relevance are ranked as the most important customer engagement-related trend for businesses in the next five years by companies at 25% (London Research)
• 95% of companies use a website to engage with customers, 91% use email, 87% use social media, 60% use paid search advertising, 58% use digital display ads, 56% use print media, 49% use direct mail, 31% use a call center, 28% use messaging apps, 27% in-store, 27% outdoor, 23% SMS, 22% using push messages and 19% use TV advertising (London Research)
• 76% of executives say improving customer experience is a high or critical priority (Twilio)
• 75% of consumers are more likely to make a purchase from a company that knows their name and purchase history and recommends products based on their preferences (Twilio)

2020 Loyalty Program / Loyalty Marketing Stats

• 65% of customers say they enjoy loyalty programs (Criteo)
• 85% of Americans feel “awesome” or “good” about themselves after a store notifies them of an earned cash back reward, even if the amount is relatively small.  (CGK)
• Only 61% of digital business professionals have the right metrics in place to measure the effectiveness of the omnichannel experience, Forrester
• 52% of customers say that loyalty programs are one key reason they choose specific retailers or brands (Criteo)

• 41% of customers say loyalty programs make them feel like part of an exclusive group of valued customers (Criteo)
• 54% of consumers defined brand loyalty as a positive attitude between brand and customer, driving repeat purchase (Rare)
• 20% of consumers defined brand loyalty as repeatedly buying from the same brand (Rare)
• 15% of consumers defined brand loyalty as a strong feeling of allegiance (Rare)
• 11% of consumers defined brand loyalty as convincing customers to love your brand over and above others (Rare)
• 82% of Gen K, 85% of Millennials, 84% of Gen X and 80% of baby boomers say the loyalty program has enhanced their experience of the brand (Rare)
• 45% of Gen K, 66% of Millennials, 86% of Gen X and 81% of Baby Boomers say the loyalty program makes them feel special (Rare)
• 84% of Gen K, 49% of Millennials, 85% of Gen X and 70% of Baby Boomers say the loyalty program makes them want to keep shopping with this brand (Rare)
• 80% of Gen K, 43% of Millennials, 76% of Gen X and 53% of Baby Boomers say the loyalty program increases the frequency with which they buy from the brand (Rare)
• 74% of Gen Z and 70% of Millennials spend more money online if they know they will instantly receive 5% cash back. (CGK)
• 76% of both Millennials and Gen X view a store that invests its marketing budget to "pay back" loyal customers more positively than one that spends advertising dollars elsewhere (CGK)
• A 5% cash back bonus is sufficient to inspire Millenials to visit a store nearby. (Within retail proximity)  (CGK)

• Millennial moms are 9% more likely than the general population to frequently respond to cash back alerts (CGK)

2020 Retail Loyalty Statistics

• Empowering customer experience teams to build better relationships is the top priority for 29% of retailers’ customer data strategies in 2020, followed by 26% who will look to create a single view of customers across all touchpoints, 26% who will look to improve analytics to unlock the full potential of this data and 19% who plan to adopt new data technology and analytics tools (Arm Treasure Data)
• 54% of retailers will accommodate customers through more than one channel in 2020; 48% will use location data to engage customers; and 45% will invest in real-time data for clienteling initiatives (Arm Treasure Data)

2020 Restaurant Loyalty Statistics

• 85% of consumers say a deal or discount influences where they choose to eat outside of their homes, and 81% say a deal would make them likely to switch restaurants they planned to dine at (RetailMeNot)
• 79% of consumers would at least consider revisiting a restaurant where they had a poor experience if the restaurant offered a discount on their next meal (RetailMeNot)
• 74% of Millennial and Generation Z consumers use websites or apps to search for discounts and deals on fast food, compared to 57% of Gen Xers and Boomers (RetailMeNot)
• 67% of Millennials and 56% of Gen Z are influenced by a restaurant’s content or deals, vs. 49% and 40% who are influenced by social posts from influencers (RetailMeNot)

2020 B2B Loyalty Stats

• 73% of B2B marketers reported they measure the impact of customer engagement activities by the increase in sales (London Research)
• only 61% of digital business professionals have the right metrics in place to measure the effectiveness of the omnichannel experience, Forrester

• 65% of companies are able to successfully up-sell or cross-sell to existing customers, Kolsky

• 84% of organizations are now embracing the customer centric approach (shown below),
• 67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain, Huffpost

2020 Travel Stats

• 51% of travelers say great deals and discounts are what prompts them to make a travel booking. (AIG)