Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Inconvenience & complexity are loyalty program killers

Customers motivated by points, price and convenience

The "Loyalty in the Age of the Connected Consumer" report reveals that consumers value convenience and flexibility in loyalty programs, and the opportunity to earn and redeem points drives their decision to join. In fact, 86% of consumers reported that they primarily join programs to collect and redeem points for rewards, and 36% said they join programs specifically to redeem points for discounts and prizes. With one in four shoppers refusing to join a program that requires too many purchases to earn and redeem points, there is an opportunity for brands to make programs more appealing for consumers by offering smaller rewards earlier and more frequently after sign-up.

When signing up for a program, the report found that simplicity in program format is the driving factor for consumers' decision to join. Almost one in four (22%) said they would be most willing to join a loyalty swipe card, 15% said they would most likely sign up for store credit cards, and 11% said they would most want to join a points-based mobile app program.

While points and discounts most influence the decision to join a program, the report found that price is a driving force in the context of customer retention. More than a third (35%) of consumers ranked price as the most significant factor in whether they would return to a brand or shop elsewhere, indicating there are more opportunities for brands to keep customers engaged if they offer free or discounted products as part of their programs to elevate the customer experience around the point of sale.

Other key findings from the report include:

• More than half (51%) of consumers are actively engaged with at least three or more loyalty programs.
• Almost half (45%) of shoppers don't want technology that they perceive as invasive and annoying when shopping with a brand.
• Two-thirds (66%) of consumers report being most likely to make impulse purchases in-store.
• Almost 90% of consumers say that their favorite brands are communicating with them the right amount.

"Consumers now have more options at their fingertips than ever, and they want products and services whenever, wherever and however they've come to expect them," said Dave Andreadakis, chief strategy officer at Kobie Marketing. "While we found price to be a driving factor in consumers' decision to make repeat purchases, the customer experience is paramount before, during and after the point of sale. With this in mind, marketers should focus on engaging early and often, delivering tiered rewards with earlier, smaller redemption opportunities and encouraging simple sign-ups in the beginning."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)