Posted by Kendra Lusty on Jul 19, 2021 1:15:27 PM

It's 2021 and if you're anything like us, you probably feel like you're having to learn how to engage members all over again.
 
The past year may have thrown the industry for a collective loop, but statistics are showing a promising future for businesses willing to learn what their customers and members want right now.
 
Luckily for us, companies across the world continue to study what makes their constituents tick. Through their varied studies, patterns emerge. The best corporate discount programs, association member benefits, white-label rewards programs, and membership perks in general share traits and strategies.

Indeed, we have many articles that dive into these findings on our loyalty blog and employee benefits blog.

This page, however, is for the raw data. For your convenience, we've compiled dozens of loyalty statistics published in 2021  - 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.

Posted by Kendra Lusty on Jun 25, 2021 9:00:00 AM

Last week, we released the article Superior Customer Service: Your Loyalty Program’s Secret Weapon. In it, we discussed the importance of customer service to any business, but especially to those with loyalty programs, which rely on a positive customer experience to succeed. In part 2 of this series below, we give some tips on how to enhance your own customer service efforts.

I worked in a call center. Briefly.

Fresh out of college, I wanted to be making money as I searched for a “real job” so I took a position that was notoriously easy to get, at a place that would hire just about anyone.

Admittedly, this company put a lot of effort into training according to client expectations. However, it’s very hard to make a group of teens, job seekers, recently laid-off, etc., really care.

Posted by Ashley Autry on Jun 1, 2021 10:00:00 AM

(New: Only want the latest data? Check out our most recent year-specific collection of loyalty stats.)

Customer brand loyalty is a rich and complex subject to grasp.  If you've found this page, you're probably trying to understand it too.

You may be starting at the beginning, trying to define terms like customer loyalty, customer engagement or member engagement.

Or maybe you want to get to the real heart of the matter: how can I get me some of that?

Companies across the world have studied what makes their constituents tick. Through their varied studies, patterns emerge. The best corporate discount programs, association member benefits, white-label rewards programs, and membership perks in general share traits and strategies. Members of different demographic groupings relay the things they want most from the companies they do business with.

Indeed, we have many articles that dive into these findings on our loyalty blog and employee benefits blog.

This page, however, is for the raw data. For your convenience, we've compiled dozens of loyalty statistics - 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).

Posted by Kendra Lusty on May 25, 2021 10:00:00 AM

Confession time. Whenever I have to call customer service, I always cringe, waiting for that dreaded phone tree before I ever get to talk to a person.

I think my record is 18 selections before I got frustrated and pounded 0, which wasn’t listed but thankfully sent me to the operator anyway.

I prefer to use a company’s website to find hours of operation, pay bills, and all the other automated tasks you usually find in a phone tree.

So unless one of your options is “If you would like to hear a duck quack” then I’m probably not going to find my answer automated in your system. No, if I’m resorting to dialing a number, I want to talk to a person, dang it.

Rant over.

Posted by Kendra Lusty on May 4, 2021 10:00:00 AM

It’s hard to believe that so many companies still devote most of their resources to new business. Don’t get us wrong, a new customer is always a worthy pursuit.

But this laser focus on the present often comes at the expense of the future.

US companies spend $50 billion yearly on loyalty programs

Meanwhile, businesses sink hundreds of billions of dollars into advertising annually. In 2019 alone, $240 billion dollars were spent in the US. And while 2020 was (understandably) atypical, economic recovery in 2021 is expected to bring growth back to customer spend AND business advertising spend.

We get it. New business makes the CEO and shareholders happy. It earns parties in the breakroom and high fives in the boardroom.

Customer retention may not have the same sexy reputation, but it's definitely more profitable. Even better, profits are just one of the positive aspects of retention and loyalty.

Let's go over the top ten benefits of retention, shall we?New Call-to-action

Posted by Kendra Lusty on Feb 10, 2021 8:00:00 AM

Love at first sight can happen.

Just ask Hollywood.

Or if you want scientific proof, this study shows it takes about 1/5 of a second for the brain to make all the numerous judgments it takes to fall in love.

And for even more evidence, ask my husband. He loves to remind me just how quickly he fell in love with me, especially on a certain holiday in February... or when he's in trouble.

But it’s definitely rare. Not just for love between two individuals, but also between individuals and the businesses they frequent.