2023 Customer Engagement & Loyalty Statistics

What do customers and members want from the relationships they have with businesses? The statistics are showing that while businesses believe one thing, their constituents are reporting quite another.
Luckily these statistics are made available by the companies that did the hard work of researching everyone's most burning questions. How has 2023 changed your relationship with your members and customers? Do you feel everything is back to “normal” (ie. the way things were before 2020)? Or does it feel like we’ve simply traded the stress of a global pandemic for the stress of inflation? Do you know how to connect with the consumers of tomorrow?
The past years have thrown businesses and their audience alike for for a collective loop. However, statistics are showing a promising future for businesses willing to learn what their customers and members want right now.

This article is for the raw data, with links back to the studies where they were originally published. For your convenience, we've compiled dozens of loyalty statistics published in 2023  - 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 included a small selection of travel loyalty statistics, you can find a lot more in our Travel and Tourism Statistics article.

If you'd like to see our analysis, we have many articles that dive into these findings on our loyalty blog and employee benefits blog. What we're finding year after year is that the best corporate discount programs, association member benefits, white-label rewards programs, and membership perks in general share traits and strategies.

(Be sure to bookmark or subscribe to our email to be notified of any significant changes.)
Note: the stats below and more from recent years can be discovered on this page here: Ultimate Collection of Loyalty Statistics.
If you have any statistic or relevant data you'd like to share, don't be shy - drop it in the comments below.


New call-to-action

2023 Customer Engagement & Loyalty Stats

  • 61% of organizations reported that improving overall customer lifetime value is a top marketing goal for 2023, 43% want to lower customer churn, 33% to acquire new customers and 26% to generate more revenue (Open Loyalty, 2023)
  • 37% of executives believe customers left because prices went up or discount ended; only 17% of consumers agree (PWC, 2023)
  • 37% of consumers have stopped buying from a brand because of a bad experience with products or services, whereas only 26% of executives believe that’s the cause (PWC, 2023)
  • 61% of executives believe their customers are more loyal than before the pandemic (PWC, 2023)
  • 20% of consumers report they are more loyal than before the pandemic (PWC, 2023)
  • Experts predict retail sales will grow between 4%-6% to more than $5.13 trillion in 2023 (NRF, 2023)
  • 86% of consumers want to communicate with the businesses they frequent (Square, 2023)
  • 60% of consumers want businesses to respond to them via email, 46% via social media profile or in direct messages (Square, 2023)
  • 96% of consumers intend to adopt some type of cost-saving behavior over the next 6 months (PWC, 2023)
  • 69% of consumers have changed non-essential spending in the past six months (PWC, 2023)
  • 42% of consumers expect to significantly reduce their spending across all retail categories (PWC, 2023)
  • 24% of consumers plan to decrease spending on groceries, compared to 12% that said the same last year (PWC, 2023)
  • Over the past year, 43% of consumers chose to shop in-store, the most popular channel, 34% use mobile phones and 23% via PC (PWC, 2023)
  • 23% of consumers plan to increase shopping in physical stores, a decrease from last year when 33% said the same (PWC, 2023)
  • Retail shoppers say that the most appealing features of an in-store shopping experience are: (PWC, 2023)
    • knowledgeable and helpful sales associates (50%)
    • Ability to use self-services kiosks (42%)
    • Ability to browse products on the retailer website while in store (41%)
    • Click-and-collect services (38%)
    • In-store entertainment (27%)
  • 68% of shoppers say that rising prices are having the greatest impact on their in-store shopping experiences (PWC, 2023)
  • 42% of shoppers say their experience is impacted by products being out of stock, 39% by longer queues and 24% by delivery times that were longer than stated (PWC, 2023)
  • 41% of consumers who plan to shop in a physical store will do so because they missed doing so during lock down (PWC, 2023)
  • Consumers are predicted to spend a record-high $22.9 billion to celebrate Father’s Day in 2023 (NRF, 2023)
  • 53% of B2C businesses plan to increase spending on loyalty in 2023 (Comarch, 2023)
  • 68% of companies plan to increase investment in customer retention and 5% plan to decrease investment in customer retention (Antavo, 2023)
  • 29% of companies plan to increase investment in customer acquisition and 27% plan to decrease investment in customer acquisition (Antavo, 2023)
  • 93.7% of executives believe customer loyalty should be the primary focus over customer acquisition due to the current economic climate (Antavo, 2023)
  • 25% of executives and 11% of consumers believe good customer service is the key to winning loyalty (PWC, 2023)
  • 46% of consumers and 23% of executives believe high-quality products is the key to winning loyalty (PWC, 2023)
  • 70% of executives define “active customer” as one who has been active for 30, 60 or 90 days, and only 11% say 12 months or more (PWC, 2023)
  • 52% of consumers show their loyalty by recommending a brand to friends and family (PWC, 2023)
  • 48% of consumers show their loyalty by participating in a brand’s loyalty program (PWC, 2023)
  • 51% of consumers show their loyalty by mostly buying from a brand, but will use other brands on occasion (PWC, 2023)
  • Consumers show their loyalty less than executives think in the following ways: (PWC, 2023)
    • Subscribing to a brand’s products or services (22% vs. 50% of executives)
    • Share personal data with a brand (19% vs. 44% of executives)
    • Subscribe to brand marketing communications (15% vs. 41% of executives)
    • Provide feedback on a brand’s products or services (25% vs. 43% of executives)
    • Engage with a preferred brand on social media (12% vs. 38% of executives)
  • 33% of consumers are optimistic that the U.S. economy will recover soon, 22% are pessimistic (McKinsey, 2023)
  • 80% of consumers are changing their shopping habits by choosing lower-priced retailers or goods (McKinsey, 2023)
  • 40% of consumers are excited to splurge on spending in the coming year, with high earning millennials (71%) being the most likely to say this (McKinsey, 2023)
  • Across the U.S., even when adjusted for inflation, consumers spent 8% more on cosmetics, 7% more on out-of-home entertainment, 6% more on travel and 3% more on restaurants than 2022 (McKinsey, 2023)
  • 56% of consumers say they will become repeat buyers after a personalized experience, and increase from 49% in 2022 (Twilio Segment, 2023)
  • 62% of business leader believe improved customer retention to be a benefit of personalization efforts (Twilio Segment, 2023)
  • 49% of Gen Z would be less likely to make a purchase after an impersonal experience with a business, and 27% will stop shopping with the brand or share the negative experience with friends and family (Twilio Segment, 2023)
  • 80% of businesses say consumers spend more when their experience is personalized (Twilio Segment, 2023)
  • On average, consumers spend 34% more when their experience is personalized (Twilio Segment, 2023)


New Call-to-action

2023 Loyalty Program / Loyalty Marketing Stats

  • Businesses with loyalty programs report that 45% of their sales are made by loyalty program members (Antavo, 2023)
  • 79% of companies with loyalty programs plan to revamp in the next three years, up from 72% last year (Antavo, 2023)
  • The lifetime value of members who spend points in a loyalty program is 6.3x higher (Antavo, 2023)
  • Loyalty program members who redeem personalized offers spend 4.5x more annually (Antavo, 2023)
  • Loyalty program members who redeem partner rewards spend 3.4x more than other customers (Antavo, 2023)
  • During this time of inflationary crisis and potential recession, businesses believe that the main focus of loyalty programs should be: (Antavo, 2023)
    • Member communication and relationships (34%)
    • Transactional loyalty (33%)
    • Emotional loyalty (27%)
    • Member acquisition (6%)
  • 89% of respondents trusted loyalty initiatives to help them overcome the current inflation crisis (Antavo, 2023)
  • 56% of loyalty program owners are satisfied or very satisfied with their current loyalty program (Antavo, 2023)
  • 80% of companies that measure loyalty program ROI measured a positive return of 4.9x revenue than spend (Antavo, 2023)
  • 41% of loyalty programs are managed by a dedicated loyalty team, another 36% are the responsibility of a marketing team (Antavo, 2023)
  • On average, loyalty programs take up 28% of a company’s marketing budget, compared to 23% last year (Antavo, 2023)
  • 53% of B2C businesses plan to increase spending on loyalty in 2023 (Comarch, 2023)
  • Participation in quick-service restaurant loyalty programs grew 15% in the past year (PYMNTS, 2023)
  • When asked why they didn’t use a restaurant loyalty program, diners said: (PYMNTS, 2023)
    • The restaurants I like don’t have a loyalty program (42.7%)
    • I don’t buy enough to make a program effective (41%)
    • They are too hard to keep track of (23%)
    • I worry about the security of my personal data (15%)
  • Companies plan to invest $375K on average in the launch or revamp of their loyalty program (Antavo, 2023)
  • 84% of businesses offer a free loyalty program, and 47% of businesses that are planning to launch a loyalty program say it will be free (Antavo, 2023)
  • 8.1% of businesses offer both a free and a premium loyalty program, and 24% of businesses that are planning to launch a new loyalty program say they will offer both a free and a premium loyalty program (Antavo, 2023)
  • 40% of businesses believe the biggest benefit of linking payment cards to loyalty programs would be the ability to gather rich customer data (Antavo, 2023)
  • 22% of loyalty programs currently reward charity (Antavo, 2023)
  • 91% of executives say their loyalty program should provide more rewards or benefits (PWC, 2023)
  • 63% of company’s increased their loyalty program budget in the latest billing cycle (PWC, 2023)
  • 80% of executives say their loyalty programs are similar to others in the same industry (PWC, 2023)
  • 48% of consumers said discounts and rebates were the most important part of a personalized experience, 43% said flexible loyalty programs (PWC, 2023)


customer engagement learning

2023 Mobile / Online Marketing Statistics

  • Online sales account for 42% of electronic sales, 40% of clothing sales, 34% of furniture sales, 10% of hardware/garden sales and 5% of grocery sales (NRF, 2023)
  • 79% of consumers make purchases directly from their mobile devices via shopping apps, social media and online shopping sites (Square, 2023)
  • 22% of mobile phone purchases are made while the shopper is scrolling (Square, 2023)
  • Retailers are seeing 27% of revenue from mobile sales (Square, 2023)
  • 32% of consumers like or follow business profiles, 24% comment on pages and posts and 21% watched a live video from a business (Square, 2023)
  • 22% of consumers have written a review on a business’s social media profile (Square, 2023)
  • 20% of consumers have participated in a giveaway or contest found by a business’s social media post and 20% have used a promo code found on a social media post (Square, 2023)
  • 17% of consumers booked an appointment directly and 17% purchased an item directly from a business’s social media profile (Square, 2023)
  • Mobile payments are up 117% in 2023 (Square, 2023)
  • 43% of consumers plan to increase online shopping in 2023 (PWC, 2023)
  • 54% of consumers who choose to shop online and pick up in store, do so because they want to check that the product is not broken or faulty (PWC, 2023)
  • 40% of consumers who plan to shop more in store and less online say they will do so because delivery costs are too high (PWC, 2023)
  • 9% of metaverse users have purchased products as a result of testing them or browsing stores via metaverse platforms (PWC, 2023)
  • 7% of metaverse users have purchased luxury goods after viewing them digitally first (PWC, 2023)
  • 30% of consumers are concerned about their personal data when engaging with retailers and 49% won’t share more personal data than necessary (PWC, 2023)
  • 32% of consumers opt-out of receiving emails, texts and other communications (PWC, 2023)
  • 81% of consumers research across multiple channels before making a purchase (McKinsey, 2023)


2023 Retail Loyalty Statistics

  • 88% of consumers say they would be understanding if their favorite local businesses raised their prices because of the impact of inflation and the rising cost of goods (Square, 2023)
  • 51% of Gen Z consumers would rally behind smaller businesses that may be struggling (Square, 2023)
  • 43% of retailers already use or are planning a different marketing approach for Gen Z (Square, 2023)
  • 91% of retailers now sell goods directly through social channels, compared to 81% the previous year (Square, 2023)
  • 53% of consumers plan to hold back on non-essential spending, and 15% have stopped non-essential spending altogether (PWC, 2023)
  • 49% of consumers say they are buying certain products when on offer or promotion (PWC, 2023)
  • 46% of consumers shop around for retailers offering better value (PWC, 2023)
  • 40% of consumers are using comparison sites to find cheaper alternatives (PWC, 2023)
  • 34% of consumers are shopping in bulk to save cost (PWC, 2023)
  • 32% of consumers are buying retailers’ “own brands” in order to save money (PWC, 2023)
  • Among households earning less than $50K, spending on luxury apparel, accessories and footwear dropped by 7% compared to last year. In households earning more than $100K, spending on the same rose 9% (NRF, 2023)
  • 38% of consumers prefer to consistently shop with the same retailer (Customer Communications, 2023)
  • 32% of consumers usually shop around before making a purchase (Customer Communications, 2023)
  • 30% of consumers have a few go-to retailers but also shop around (Customer Communications, 2023)
  • If access, price and products were the same, consumers would choose one retailer over another based on: (Customer Communications, 2023)
    • Convenient shopping experience (47%, same as 2022)
    • Easy purchasing (43%, up from 42% in 2022)
    • Positive shopping experience (43%, up from 42% in 2022)
    • Trust (36%, up from 28% in 2022)
    • Incentives to shop (33%, down from 35% in 2022)


2023 Restaurant Loyalty Statistics

  • 65% of restauranteurs believe non-core offerings as necessary in order to diversify revenue and grow their brand (Square, 2023)
  • On average, 21% of restaurants’ revenue comes from products and services outside their core restaurant offerings (Square, 2023)
  • 57% of consumers have purchased retail items at a local restaurant in the past year and 41% have purchased other non-core items like premade frozen meals, meal kits or cooking classes (Square, 2023)
  • 29% of restauranteurs are planning to raise prices to weather a potential recession in 2023 (Square, 2023)
  • 26% of consumers used a discount for their most recent restaurant purchase, up from 14% the same time last year (PYMNTS, 2023)
  • 42% of consumers are willing to pay full price to eat at a restaurant they used to call their go-to spot (PYMNTS, 2023)
  • The average restaurant discount is 24% off menu price (PYMNTS, 2023)
  • Restaurants raised prices by an average of 7.4%, however consumers perceive the increase as 23%, 3x its actual amount (PYMNTS, 2023)
  • 60% of restaurant patrons say deals and discounts are now an important factor when choosing a restaurant (PYMNTS, 2023)
  • 86% of consumers who received a discount were satisfied with their dining experience, compared to 81% of those who paid full price (PYMNTS, 2023)
  • The foodservice industry is forecast to reach $997 billion in sales in 2023 (National Restaurant Association, 2023)
  • 92% of restaurant operators say the cost of food is a significant issue for their restaurant (National Restaurant Association, 2023)
  • 47% of restaurant operators expect competition to be more intense in 2023 than in 2022 (National Restaurant Association, 2023)
  • 84% of consumers say going out to a restaurant with friends and family is a better use of leisure time than cooking and cleaning up (National Restaurant Association, 2023)
  • 66% of consumers are more likely to order food for takeout than they were pre-pandemic (National Restaurant Association, 2023)
  • Working from home is blurring meal times, causing restaurants to see all-day dining (National Restaurant Association, 2023)
  • 55% of consumers consider restaurant takeout and deliver as essential (National Restaurant Association, 2023)
  • Over 90% of restaurant operators who set up outdoor dining plan to keep providing this service where permitted (National Restaurant Association, 2023)
  • Over 40% of restaurant operators plan to invest in technology to increase productivity in the front or back of house (National Restaurant Association, 2023)
  • 60% of full-service restaurant operators say delivery sales represent a larger proportion of sales volume than in 2019 (National Restaurant Association, 2023)
  • Total consumer spending on groceries and dining out grew 9% over the previous year (NRF, 2023)
  • Consumer spending at restaurants grew 9% over the previous year, fast food spending also grew 9% (NRF, 2023)
  • 94% of consumer spending on fast food happens inside a brick-and-mortar store, the other 6% happens online (NRF, 2023)
  • 94% of consumer spending on non-fast-food restaurants happens inside a brick-and-mortar store, the other 6% happens online (NRF, 2023)

2023 B2B Loyalty Statistics

  • 30% of businesses who partner with loyalty technology solution providers have kept their relationship for 8+ years (Comarch, 2023)
  • 48% of loyalty programs are managed by a loyalty technology solutions vendor (Antavo, 2023)
  • Companies that work with third party loyalty vendors report that the most valuable trait of that relationship is: (Antavo, 2023)
    • Easy technology integration (43%)
    • Customization (23%)
    • Innovative new features (15%)
    • Convenience (8%)
  • 61% of companies who work with a loyalty technology vendor are satisfied or very satisfied with their loyalty program (Antavo, 2023)
  • 44% of businesses believe that the biggest benefit of offering strategic partnership rewards would be the ability to create a unique loyalty experience (Antavo, 2023)



2023 Membership Loyalty & Engagement Statistics

  • 44% of organizations say membership increased over the previous year, 44% said it stayed the same and 12% (On24, 2023)
  • 47% of professional membership organizations increased overall membership levels (ASI, 2023)
  • 34% of professional membership organizations increased engagement (ASI, 2023)
  • 53% of associations believe their value proposition to members is compelling or very compelling (Marketing General, 2023)
  • Associations with 80%+ renewal rates and increased membership levels are more likely to report that their value proposition is compelling or very compelling (Marketing General, 2023)
  • 73% of associations have increased virtual professional development opportunities, 62% introduce new products and services and 54% expanded marketing efforts (Marketing General, 2023)
  • 51% of professional membership organizations brought in more members in the last year (ASI, 2023)
  • 44% of organizations reported that their number of new members increased since last year, and 12% said said it decreased (Growth Zone, 2023)
  • 19% of organizations have a 95%-100% renewal rate (Growth Zone, 2023)
  • 22% of organizations were able to improve renewal rates over the previous year, while 15% saw a decrease in renewal rates (Growth Zone, 2023)
  • 40% of organizations offer automatic membership renewal. Of those, 14% offer automatic monthly payments, 60% automatic annual payments and 26% offer both (Growth Zone, 2023)
  • 38% of organizations have a formal reinstatement initiative in place to reengage members lost in the previous year (Growth Zone, 2023)
  • 44% of organizations have documented diversity & inclusion policy, and 18% have one in development (Growth Zone, 2023)
  • 61% of organizations believe their members clearly understand the value of the organization and the solutions offered (Growth Zone, 2023)
  • 22% of organizations continually innovate and pursue new ideas for adding value, and 15% currently have a task force for short term innovation (Growth Zone, 2023)
  • 27% of organizations improve member engagement levels over the previous year, while 8% saw worse levels (Growth Zone, 2023)
  • 40% of organization have a written plan for member engagement (Growth Zone, 2023)
  • 33% of organizations raised dues in the previous year (Growth Zone, 2023)
  • 70% of members say job opportunities are an important benefit, but only 27% say their organization provides good job opportunities (NetForum, 2023)
  • 28% of organizations prioritize offering job opportunities (NetForum, 2023)
  • 73% of members want help with career advancement, but only 28% said their organization is doing a good job at helping (NetForum, 2023)
  • 38% of organizations prioritize offering help with career advancement (NetForum, 2023)
  • Members engage with organizations by: (NetForum, 2023)
    • Attending an annual meeting (39%)
    • taking continuing education (26%)
    • volunteering at an event (23%)
    • engaging in the organization’s social network (22%)
    • contributing to the foundation (17%)
  • 91% of members are satisfied with their current organization (NetForum, 2023)
  • 67% of members feel connected to their professional organization (NetForum, 2023)
  • 82% of members are likely to renew (NetForum, 2023)
  • 47% of organizations increased overall membership levels (iMIS, 2023)
  • 31% of organizations increased their retention rates, 19% saw decreased rates (iMIS, 2023)
  • 34% of organizations increased engagement, 7% saw decreased engagement (iMIS, 2023)
  • 51% of organizations brought in more new members in the past year (iMIS, 2023)
  • 25% of organizations lost members in the last year (iMIS, 2023)
  • Increasing member engagement is the number 1 goal for organizations in the coming year (iMIS, 2023)
  • 22% of organizations reported meetings and events were their most successful recruitment tool, 19% said member referrals, 16% said email and 12% said social media (iMIS, 2023)
  • 30 of organizations reported that events and webinars were their most successful formal engagement plan tool, 27% said annual conference attendance and 22% said member renewals (iMIS, 2023)
  • 50% of members failed to renew membership because of money, 36% because of lack of engagement, 31% because of too little value, 17% because they forgot and 14% because their trial membership didn’t convert (iMIS, 2023)
  • 30% of organizations reported a 90% or better retention rate of first year members (iMIS, 2023)
  • 49% of organizations said email was the best method of winning back lapsed members (iMIS, 2023)
  • 48% of organizations said phone calls impacted renewal rates of lapsed members (iMIS, 2023)
  • 58% of organizations do not offer automatically recurring memberships (iMIS, 2023)
  • 67% of organization executives feel confident about the future growth and sustainability of their organization, while 31% have concerns (iMIS, 2023)
  • 40% of organization executives are most concerned about member engagement, 34% about improving the member journey, 32% about recruiting and retaining members (iMIS, 2023)

2023 Travel Loyalty Statistics

Our Travel Statistics have a new home! You can find all the latest and greatest here: 2023 Travel and Tourism Statistics and find years worth of travel data here: Travel and Tourism Statistics: The Ultimate Collection

Here's a sampling of the most recent statistics regarding travel loyalty and demand:

  • 77% of travel businesses operate a loyalty program (Expedia, 2023)
  • 44% of consumers belong to a travel loyalty program (Expedia, 2023)
  • 63% of loyalty providers believe they are their members’ first choice when booking travel (iSeatz, 2023)
  • 51% of consumers visit their loyalty program website first when booking travel (iSeatz, 2023)
  • 61% of female and 58% of male travelers now pay more attention to travel discounts offered through loyalty programs than they did before the pandemic (Booking.com, 2023)
  • 61% of travelers believe their loyalty programs are helping them save money and get more value from travel experiences (iSeatz, 2023)
  • Loyalty providers reported their top goals for 2023 as increasing membership (59%), boost engagement (59%), increase customer lifetime value (40%), increase participation and total spend through the loyalty program (39%) and introduce new rewards and earn/burn options (39%) (iSeatz, 2023)
  • 86% of loyalty programs with travel rewards have booking capabilities (iSeatz, 2023)
  • 29% of loyalty programs with travel booking capabilities describe their program as “state of the art” (iSeatz, 2023)
  • Members of travel loyalty programs most value getting the following perks of membership: (Expedia, 2023)
    • Special discounted pricing (52%)
    • Collecting points to redeem for future purchases (46%)
    • Complimentary upgrades/add-ons (42%)
    • Exclusive access to amenities and services (34%)
    • Prioritized customer service (26%)
  • 53% of travelers say it is more important now than it was before the pandemic to stay with providers where they are a loyalty member (Expedia, 2023)
  • 25% of consumers dislike that they can’t book all travel options they want in one place with their loyalty program (iSeatz, 2023)
  • 24% of consumers have a hard time understanding their travel loyalty program’s earning and redemption rules (iSeatz, 2023)
  • 59% of consumers would engage more with their loyalty program if given deeper discounts, 31% if given more exclusive options, 25% if given a better booking experience and 40% if given a broader selection of rewards (iSeatz, 2023)
  • U.S. adults who are members of a travel loyalty or rewards program as of February 2023 include: (Insider Intelligence, 2023)
    • 42% of Gen Z
    • 48% of Millennials
    • 38% of Gen X
    • 41% of Baby Boomers
    • 29% of people making less than $50K
    • 55% of people making $50K-$100K
    • 76% of people making $100K or more
  • 46% of all U.S. adults are members of a travel loyalty/rewards program, with millennials the most likely to be members (56%) (Morning Consult, 2023)
  • 84% of high-income earners are members of a travel loyalty/rewards program (Morning Consult, 2023)
  • 61% of travelers plan to redeem points or rewards for travel in the next 6 months, of which 7% plan to redeem in the next month (Morning Consult, 2023)
  • Experts predict the number of people participating in incentive travel programs will increase by 48% in 2023 and 61% in 2024 (The IRF, 2023)
  • 20% of travel loyalty program providers say user experience is their biggest challenge (iSeatz, 2023)
  • 92% of travel loyalty program providers believe they are delivering on their members’ needs, only 52% of members agree (iSeatz, 2023)
  • 84% of consumers got frustrated by user experience issues when booking travel through their loyalty program (iSeatz, 2023)

customer engagement learning

2023 Other Loyalty Statistics

  • 42% of organizations plan to invest in marketing automation in 2023, 39% in experience-based rewards, 36% in gamification and 26% in mobile apps (Open Loyalty, 2023)
  • 44% of consumers prefer automation over live help in product information or inventory (Square, 2023)
  • 38% of consumers prefer automation over live help for ordering or checkout (Square, 2023)
  • 41% of consumers prefer automation over live help for pickup or arranging delivery (Square, 2023)
  • 73% of consumers prefer automation over live help in at least one area of business (Square, 2023)
  • 78% of consumers are willing to pay higher for a product that is produced/sourced locally, 77% would for products made with recycled/eco-friendly materials and 75% would for a product made by a company with a reputation for ethical practices (PWC, 2023)
  • 47% of companies provide a personalized experience led by fast and easy access to products and services, 43% with flexible rewards and 40% with discounts or rebates (PWC, 2023)
  • 61% of consumers are willing to share their email address in exchange for a personalized experience, 57% of companies ask for this (PWC, 2023)
  • 48% of consumers are willing to share their age and birthday in exchange for a more personalized experience (PWC, 2023)
  • 15% of consumers would share their current location in exchange for a more personalized experience, 28% of companies ask for this (PWC, 2023)
  • 69% of business leaders are increasing their investment in personalization (Twilio Segment, 2023)
  • 92% of businesses are using AI-driven personalization to drive growth in their business (Twilio Segment, 2023)
  • 41% of consumers are comfortable with AI being used to personalize their experiences (Twilio Segment, 2023)
  • 51% of consumers trust brands to keep their personal data secure and use it responsibly (Twilio Segment, 2023)
  • 23% of consumers are less comfortable with personal data being used for personalization purposes compared to 2022 (Twilio Segment, 2023)
  • 39% of businesses struggle to implement personalization technology effectively (Twilio Segment, 2023)
  • 50% of companies say it’s a challenge to collect accurate data for their personalization efforts, compared to 40% in 2022 (Twilio Segment, 2023)
  • 78% of businesses consider first-party data to be the most valuable source of data for personalization (Twilio Segment, 2023)


Got Members/Customers of Your Own?

We at Access Development have spent decades finetuning the art of member engagement and loyalty through the strategic use of membership perks, member benefits, discount programs for associations and the like. Contact us to learn more about the nation's largest private discount program. Whether it's high value (50% off, B1G1, etc.) deals at local restaurants, deep discounts on travel bookings or mobile coupons good at thousands of in-store retailers, Access has the platform you need to add universal, everyday value beloved by a diverse audience.

Topics: millennial statistics, customer loyalty, statistics, loyalty statistics

Written by: Kendra Lusty

For over a decade, Kendra Lusty has been a writer for Access Development, and currently focuses her research and writing on topics related to loyalty and engagement.

Share your Comment.