Today’s consumers are more empowered than ever. Long gone are the days where the only convenient place you could buy an outfit was from the neighborhood department store. Now, with just a few clicks, you can purchase high-end fashion from world-renowned designers in Paris, London, Milan, or New York – and, no matter where you live, have those items shipped to your home within days. Consumers have never had so many options. As a business, it’s your duty to limit your customers’ choices – not in what they buy, but from where they buy. If you sell cars, you want to be the car dealership (as far as your customers are concerned). If you’re in the food-service industry, you don’t want one of your competitors to even cross your customers’ minds. But how do you achieve that kind of unwavering customer loyalty? Well, you have to earn it. The Customer Edge and SAP present 10 simple stats on customer loyalty. Read more here: https://www.custedge.com/50-things-you-need-to-know-about-customer-loyalty/

1. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 1External
10 SIMPLE STATS ON
CUSTOMER LOYALTY
10 SIMPLE STATS
ON CUSTOMER
LOYALTY

2. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 2External
1
of customers
90%
forced to expend ‘high
effort’ with a company are
likely to be disloyal (CEB).

3. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 3External
of Millennials
feel strongly that online
content drives loyalty
(Newscred)
62%
2

4. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 4External
of 18-24 year olds
are more likely to buy from a
company that they follow online
(Social Habit)
66%
3

5. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 5External
of consumers
feel that the brands they’re
most loyal to aren’t doing
enough to reward them
(Clickfox)
62%
4

6. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 6External
of loyal customers
are in the 35-54 age range. Only
12% are in the 18-24 range.
(Epsilon & Wilei Research)
50%
5

7. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 7External
of loyal customers
reported that brands were too
slow or never responded to their
emails. (The Customer Edge)
48%
6

8. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 8External
of loyal consumers
indicated in a consumer poll that
they would like brands to
proactively reach out to them
and offer support
(The Customer Edge)
54%
7

9. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 9External
their first purchase
is the potential value of a loyal
customer according to The White
House Office of Consumer Affairs.
10x
8

10. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 10External
of Americans
don’t actively engage with the brands
whose loyalty programs they joined.
And 94% want to receive ongoing
communication from loyalty programs.
(Colloquy)
58%
9

11. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 11External
of consumers
cite “shared values” as a top
three reason for their brand
loyalty. (The Customer Edge)
30%
10