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Health Reward Stat of the Day – July 17

money and steth pic

According to the Capgemini study called “Reinventing Loyalty Programs:

  • there are 21 programs per household in the US – but only 44% of these are actively used 44%
  • 53%of consumers admitted having abandoned at least one loyalty program in the past year

Social media sentiment on loyalty programs reveals strong dissatisfaction:

  • 90% of social media sentiment on loyalty programs is negative 90%

The negative social media sentiment can be attributed to specific reasons:

  • 44% of negative opinions cite the lack of reward relevance, flexibility and value
  • 33% cite the lack of a seamless multi-channel experience
  • 17% cite customer service issues

The study also indicates that loyalty programs have not evolved with the digital age:

  • Cross-channel redemption: 9% offer integrated redemption across offline and online channels
  • Personalization of loyalty programs: 11% customize rewards based on purchase history
  • Engaging the customer: 16% reward customers for activities such as providing ratings, reviews or referrals

http://ebooks.capgemini-consulting.com/reinventing-loyalty-programs/Standalone_Infographic_Content_Loyalty_Programs.pdf

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