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Customer Loyalty Programs Report

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We all know how valuable repeat customers can be for a business — but what's the science behind loyalty and brand advocacy? That's exactly what we set out to uncover when we interviewed over 800 U.S. consumers. Download our report to uncover their thoughts on loyalty programs — unlock insights on consumer behaviors, customer-centric strategies, and how to increase engagement in 2021 and beyond.

Meet the New Shopper
of 2021

Shopper 2.0 is always-on, impatient with time, and needs instant gratification. They have grown up with one-click checkout and two-day shipping. They are used to instant access from anywhere, a wide assortment of products, and competitive pricing. And, if they don’t get what they want when they want, they are willing to move on to the next brand.

Hacking Engagement with Loyalty Programs

How can you increase customer lifetime value and drive additional revenue? Simple: get shoppers more engaged by building the right loyalty programs. Over 1/3 of all respondents earned and redeemed more rewards in 2020 vs. 2019. Clearly, shoppers have an appetite for engagement.

Understanding What Resonates With Shoppers

Whether it’s member pricing, coupons, or the ability to redeem points toward a purchase, respondents report that paying less than the sticker price is the #1 value add of loyalty programs. With this in mind, shopper needs often vary by industry and vertical — explore how consumer sentiments change accordingly.