Companies must move beyond customer satisfaction metrics, using social sentiment and behavioral observations to accurately assess the customer's true brand loyalty.

1. LOYALTY
A Look at the
Loyalty Investment
Consumers today value loyalty, and organizations have been exploring new
integrated loyalty programs to reach customers throughout their buying
journeys with the possibility of turning one-time clients into loyal customers.
Successful loyalty programs go beyond
simply offering points in return for purchases.
Instead, forward-thinking organizations are
striving to give added value to their
most loyal customers, rewarding them
with experience-focused initiatives.
Here is how companies are elevating their
loyalty programs and how customers are
responding.
Organizations spend
$50 billion
on loyalty programs
every year.
Loyalty programs
can generate
up to 20% of a
company’s profits.
55%
adopted social media
marketing tools as
their top loyalty marketing
technology component.
Source: McKinsey & Company
The investments are
working, as…
of leaders have
Source: Aberdeen
Despite these efforts…
30%
ONLY
of hotel loyalty
members are “at risk”
of switching their
preferred brand.
Source: Deloitte
17%
of U.S. consumers
say loyalty programs
influence their
purchase decisions.
Source: Forrester
To read more about customer loyalty, go to:
of Americans participate in
loyalty programs, with most
participating in at least five or
more loyalty programs.
Source: Polaris Marketing Research
"Calculating the Customer's True Loyalty
Score" and "Loyalty's Lift-Off: Gaining
and Retaining Traveler Loyalty"
Loyalty