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)

60% Save on their groceries with a loyalty card

The study revealed that shoppers are more cost-conscious than they were a year ago, and their search for value is changing the way they approach the shopping experience. To save money on grocery bills, respondents reported that they:

1. Buy items with coupons (80%);
2. Buy store brands instead of name brands (62%);
3. Use store loyalty cards that offer discounts (62%);
4. Buy items only when they are on sale (58%);
5. Buy more large-sized products (43%).

And, in their search for bargains, shoppers reported that the reason they purchase store brands is to get better value (59%) and a more attractive price (56%). Additionally, 67% said they use coupons for at least half of their shopping trips, and 49% said they use coupons on every (or nearly every) shopping trip.

However, many shoppers don't see coupons as an incentive to try something new, as nearly half (49%) said that a coupon would not prompt them to buy an item they don't normally buy.

Other findings from the study included:

• Coupon use is most prevalent in higher-income households. Of those respondents with annual household incomes of US$75,000 or more, 98% reported that they use coupons to save money on grocery bills, with 49% saying they use coupons on every, or nearly every, shopping trip.
• In contrast, only 38% of respondents with annual household incomes less than US$25,000 reported using coupons on every, or nearly every, shopping trip.
• Coupon usage also crosses the gender divide, with 62% of men and 71% of women saying they use coupons for at least half of their shopping trips.
• A large number of shoppers still rely on old-fashioned paper coupons, clipping them from newspapers or newspaper coupon inserts (72%), receiving them in the mail (60%), and getting them from store circulars (52%).
• In contrast, fewer shoppers get their coupons from electronic or online sources such as email (37%); coupon websites (36%), manufacturers' websites (22%), or via Facebook (10%).
• Despite the current 'buzz' surrounding so-called 'daily deal' websites, only 36% of respondents said they subscribe to a service such as Groupon or LivingSocial. However, 70% of daily deal shoppers had made one or more purchases from a daily deal site during the previous six months. Most of those purchases were for discounts on dining out (20%), services (18%), and activities and entertainment (18%); grocery items made up only 13% of daily deal purchases.

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)