A new report from the Chief Marketing Officer (CMO) Council report indicates that marketers are under-valuing perks, discounts, deals and additional service opportunities, as customers give them high
marks. Both customers and marketers agree that deeper engagement and personalized contact drives loyalty.
61% of marketers believe that loyalty program participants are the best and most
profitable customers. And, an almost equal number of respondents (65%) view customer loyalty program investments as a very essential, or a quite valuable part of the marketing mix.
- 13%
of respondents believe they have been highly effective in leveraging loyalty and brand preference among club members
- 20% don't even have a strategy for this
- 25%
admit they have not mobilized brand loyalists to become active advocacy agents
The study also reveals that marketers are mostly inducing loyalty with discounts or free products and
premiums rather than quicker, better service or improved customer handling:
- 39% of respondents view discounts and savings as the key member benefits
- 34% view free
products and premiums as essential incentives
- 33% are committed to offering points for merchandise redemption as a further motivator
Customer complaints about loyalty
programs include:
- 30% of marketers report that some customers see little or no added value to becoming a loyalty member
- 24% indicate rewards lack
substance
- 24% feel they don't get enough personalized attention
- 21% have problems with receiving too much spam email and junk mail
- 23% complain about a lack
of individualized communication
- 18% have issues with redeeming points and miles
Despite these challenges, investments in loyalty programs will continue as nearly 80% of
marketers are committed to maintaining or further funding loyalty programs as customer retention and relationship building vehicles. Over 34% report they are significantly increasing their
commitments, and 45.9 are maintaining their current commitments. Just 4% expect to discontinue their programs.
Online channels dominate expected investments as nearly 60% of the marketer
respondents said they planned to make better use of the Web and new community and networking tools to grow and develop loyalty programs. Other key actions for generating a greater ROI from club
members include:
- Personalizing interactions and target messages (51%)
- Increasing frequency and relevance of communications (39%)
- Gathering more insights and
intelligence for better customer handling (38%)
- Adding new benefits, incentives and inducements (36%)
- Studying industry best practices and making adjustments accordingly
(19%)
When it comes to in-depth profiling of customers, the vast majority of marketers still only aggregate and analyze limited customer data sets.
- 73% collect basic
demographics and
- 68% track the location of members
But critical insights are not being leveraged:
- Advocacy rates (14%)
- Brand loyalty and
attachment (27%)
- Personal preferences (31%)
- Satisfaction levels (33%)
- Product preferences (38%)
Donovan Neale-May, executive director of the CMO
Council, says, "... without a deeper customer insight, marketers will be limited in their ability to do meaningful predictive modeling, market segmentation and revenue forecasting. Better
understanding of customer behaviors, predispositions, intentions and preferences enables more effective and relevant messaging... "
Acquiring and retaining motivated and engaged
participants is the number one problem facing 46% of marketers. Other obstacles and issues include:
- Measuring marketing value and effectiveness (42%)
- Collecting,
integrating and maintaining customer data (41%)
- Deriving valuable insight and intelligence (38%)
- Delivering more personalized offers and inducements (34%)
- Creating
more customized communications (33%)
Digital marketing channels are taking precedence in ways marketers promote their loyalty and rewards programs. Nearly
60% rely on web sites,
nearly
60% on email, 47% on word-of-mouth, 46% on point-of-sale information,
42% on direct mail, and
39% on a sales or service representative. Most member communication is
monthly (30%), while 20% interact with members on a daily, weekly or bi-weekly basis.
Cost-efficient email is the preferred mechanism for member communication among 84% of marketers, followed
by:
printed mailings and statements (51%)
- Corporate web sites (45%)
- Dedicated club sites (32%)
- SMS text messaging (24%)
- Social
networks (16%)
Consumers report they see value in loyalty program membership:
- 79% of consumers surveyed say they are very, or pretty, satisfied with their loyalty
and rewards program experiences
- 70% want to see more discounts and savings
- 52% want more compelling personal deals and offers as reward for steering their business to
loyalty program operators
- 58% say they want more compelling personal benefits and services, as well as more relevant offers or individualized deals
While social media
also tops the list of investments for marketers, consumers report that point-of-sale information, service representative interactions, company web sites and word-of-mouth are the primary sources for
learning about loyalty clubs:
- 65% acquired information about the programs in retail environments compared to only
- 4% in social media networks,
- 3% in
blogs and
- 11% in online advertising.
Too much spam and junk email topped the list of negatives associated with loyalty and rewards program membership (44%), followed by:
- Too many conditions and restrictions (38%)
- Rewards that lacked real value (37%)
- Members having a hard time redeeming points or rewards, program membership
lacking value, as well as communications and service not being personalized or targeted specifically for members
Neale-May concludes that "... the economy is not a
big driver of program participation... figuring out ways to deliver added value to those willing to repeatedly purchase your products and services, advocate your brand... actively respond to offers
and incentives, is critical to marketing effectiveness."
Additional facts and figures from the report
- It is estimated that there are 1.8 billion members of loyalty
programs in the U.S.
- Marketers spend about $2 billion annually on operating these programs
- The average U.S. household is enrolled in 14.1 loyalty and rewards programs,
but is only active in 6.2 of them
Top U.S. loyalty program memberships ranked by industry, reports Colloquy, include:
- Financial Services 422 million
- Airline
277.4 million
- Specialty Retail 191.3 million
- Hotel 161.8 million
- Grocery 153.3 million
- Mass Merchants 124.8 million
- Casino/Gaming
106 million
- Department Stores 92.8 million
- Drug Stores 73.9 million
- Fuel/Convenience 51.2 million
- Restaurant 13.7 million
- Car
Rental and Cruise Lines 10.7 million
- All other types 127.9 million
For more information, please visit the CMO
Council here.
Amazing how little impact social networks have on loyalty!