Category news stream

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

Loyalty Programs Continue to Affect Shopping Behavior, Members Say

May 31, 2017

Member satisfaction with loyalty programs is gradually rising but could still use improvement, according to the latest annual "Loyalty Report" [download page] from Bond Brand Loyalty. Some 46% of respondents to the survey report being "very satisfied" with their loyalty programs, up a couple of points from last year's study, with financial programs earning the highest level of satisfaction from US members. Read more »

Security Breach Would Cause Many Youth to Lose Faith in A Company

May 22, 2017

Among the several implications of a security breach is customer loyalty. So how do so-called "digital natives" feel about breaches, having grown up in a world where they are increasingly commonplace? New research [pdf] carried out by Forrester Consulting on behalf of American Express finds that a security breach would cause more Gen Y and Gen Z respondents to abandon a company than would better competitor rewards offers or a variety of poor digital interactions. Read more »

Travel Industry Satisfaction Climbs: Which Companies Are Leading the Field?

April 27, 2017

Airlines are enjoying the highest reported customer satisfaction score since 1995, according to the American Customer Satisfaction Index (ACSI). The index for airlines rose to 75 on ACSI's 100-point scale, which is a 6-point boost over a 2-year period, and an improvement of 4.2% from last year. Read more »

What Are the Essential Features of a Primary Credit Card?

April 20, 2017

The credit card industry has become a competitive arena, offering increasingly attractive perks to entice and retain the 80% of Americans who use or own a credit card, per the results of a Harris Poll survey. The most vital features surround fees and interest rates: three-quarters of card-holders surveyed said that it was either essential or extremely important that their primary credit card have no annual fee, and more than half (56%) felt the same way about low interest rates. Read more »

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 »