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Other Media, Cross-Media & Multi-Channel > Loyalty & Rewards Programs

What Types of Experiences Influence Millennials’ Brand Loyalty?

February 15, 2017

Almost two-thirds of American adults feel that the types of experiences that make them loyal to a particular brand or provider have changed to some degree over the past 3 years, research from Accenture Strategy has found. For youth, product and service experiences are becoming more important drivers, as is trust in data privacy. Read more »

Gen Z Likes Shopping In-Store; Seeing Items Encourages Purchases

January 23, 2017

Members of Generation Z prefer shopping in a store to shopping online, per a recent study from the NRF and IBM. In fact, virtually all survey respondents said they prefer making purchases in a store most (67%) or some (31%) of the time, with the analysts attributing this in part to their younger age and lack of access to credit cards. Read more »

What Brings Shoppers to Stores – And Keeps Them Coming Back?

December 6, 2016

ksm-most-influential-channels-driving-in-store-visits-dec2016Surprise! Not only is TV advertising an effective way of driving consumers into stores, but it's also a top factor for Millennials, according to research from Kelly Scott Madison (KSM) [pdf]. Based on a survey of more than 1,000 US adults, KSM found 30% of US adults stating that TV ads are extremely or very influential in encouraging them to shop in stores rather than online. That trailed only store circular ads (40%) and email ads/coupons (37%). Read more »

What Features Do Members Want From Retail Loyalty Programs?

December 6, 2016

nielsen-most-appealing-retail-loyalty-program-features-dec2016Retail loyalty program members value flexibility over personalization in their programs, according to a Nielsen survey [download page] of more than 30,000 internet users across 63 countries. Indeed, the most appealing features among program members are points or rewards for purchases made across various channels (81%) and the ability to choose among several types of rewards (79%). Read more »

Consumers Say Product Quality, Value Key to Brand Loyalty

November 29, 2016

rbbcommunications-why-consumers-stop-buying-from-brands-nov2016While research has found a majority of US consumers having switched providers due to poor customer service, bad service experiences aren't the leading reason why consumers stop buying from a brand, according to new survey results [download page] from rbb Communications. Instead, product quality seems to be the key determinant of brand loyalty. Read more »

Consumers’ Channel Preferences Vary by Customer Service Situation

November 3, 2016

verint-preferred-service-channel-by-situation-nov2016It's not simply enough to say that consumers prefer using the phone for customer service issues, although research suggests that this is the case. Instead, a recent study from Verint [download page] indicates that in some instances, other channels such as email and in-person visits are preferred. Read more »

Do Men and Women Have Differing Approaches to Loyalty Programs?

October 18, 2016

crowdtwist-activities-earn-loyalty-program-points-by-gender-oct2016Women are more likely than men to always buy a brand regardless of price, quality, convenience or brand promise, according to a study from CrowdTwist [download page]. Based on a survey of more than 1,000 US adults, the study shows that women belong to more loyalty programs and consider themselves loyal to more brands. Read more »

Top 10 Marketing Charts of the Month – June 2016

July 7, 2016

MCTop10Jun-16-EntryThis month's quick-hit set of top charts includes the following topics: media marketing sizing; print newspaper trends; email response rates by hour; social media marketing trends; Facebook ad benchmarks; elements of a great e-commerce site and a great customer experience; youth and word-of-mouth; loyalty program satisfaction drivers; and effective content marketing tactics. Read more »

13 Marketing Stats to End Your Week With

July 1, 2016

Totango-Top-Priorities-Customer-Success-Teams-Jul2016The top priority of customer success teams is churn reduction, with 76% of customer success professionals listing this as a high priority. That's according to Totango's 2016 Customer Success Salary Survey & State of the Profession Report, which surveyed 1,000 customer success professionals. Read more »

And The Top Driver of Loyalty Program Member Satisfaction Is…

June 10, 2016

BondBrandLoyalty-Top-Drivers-Loyalty-Program-Satisfaction-June2016Few US and Canadian loyalty program members are very satisfied with their program experience, per results from a Bond Brand Loyalty study [download page] produced in association with Visa. Based on a survey of 12,000 US and 7,000 Canadian consumers, the study details the top 5 drivers of program satisfaction across various sectors. Read more »