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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.

Posted by Ashley Autry on Dec 17, 2020 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).

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.

Posted by Kendra Lusty on Dec 15, 2020 9:54:33 AM

As 2020 draws to a close, the air is filled with comments like: “There’s no place like home for the holidays… too bad we can’t go.” and “Happy New Year… we hope.” and of course, “Is this dumpster fire of a year over yet?”

Indeed it has been a difficult year for many. Some said goodbye to loved ones too early. Some struggled with unemployment and financial strain. Others fought to keep doors open on restaurants, shops and other businesses big and small.

However you are weathering the storm, I’m sure we can all agree 2020 is destined to become synonymous with major change.

At Access, we started the year with big plans for expanded travel and lifestyle benefits, app updates and other member wants on our ultimate wishlist. But 2020 changed a lot of priorities for so many members, which in turn changed priorities for the member organizations, employers and merchants that make up our client base. As a result, Access had to refocus as well.

The holidays are a time for celebration. And all things considered, we at Access have a lot to celebrate.

Posted by Ashley Autry on Sep 14, 2020 8:30:00 AM

People fall in love with brands for many reasons.

They're drawn to become loyal through value, performance, branding and their own personal ROI.

Great customer service will also draw in a few people.

But, in sick twist of fate, poor customer service is the overwhelming reason why people abandon brands.

  • 47% of customers would take their business to a competitor within a day of experiencing poor customer service (Forbes)
  • 52% of consumers have switched providers in the past year due to poor customer service (Accenture)
  • Once a customer experiences what they consider a major customer experience failure, 64% will stop recommending the organization, start looking for an alternative brand or actively disparage the company via word of mouth, social media or other online channels (SDL)
  • 70% of customers cite poor customer service as a reason for not buying from a brand (McKinsey)
  • 78% of consumers have bailed on a transaction because of a poor service experience (American Express)

(There are many, many more stats around this field, all found over at our collection of loyalty statistics.)

Posted by Gary Toyn on Apr 29, 2020 7:00:00 AM

Now more than ever, staying abreast of the most effective loyalty and engagement practices is critical to surviving in a turbulent business environment.
 
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.
 
If you need some data to help you make a business decision, write an article, or if you need a few stats to help you prepare a business proposal, look no further. 
 
(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.
 
Enjoy!