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LOYALTY SCHEME
The Deloitte Consumer Review Customer loyalty: A relationship, not just a scheme
While participation rates of loyalty schemes are high,they are no longer the differentiator they once were.
48% use loyalty schemes more than once a month
Value for money, trust and quality are now seen ashygiene factors. So what’s driving consumers to become loyal to brands?
41% great customer
service
36% convenience
27% overall experience
26% loyalty scheme
Points are not always enough. Customers want a bespoke loyalty scheme, tailored to them.
44% want personalised rewards based on purchase history
32% want a loyalty scheme that reflects their lifestyle
Costly, inflexible and inefficient? How can businesses turn the traditional loyalty model on its head?
Fewer than half of consumers always redeem all of their points and take full advantage of the offers they receive through loyalty schemes
18-24 year olds are interested in using technology to engage with brands to increase their loyalty.
37% of 18-24year olds
22% of all adults
This publication has been written in general terms and we recommend that you obtain professional advice before acting or refraining from action on any of the contents of this publication. Deloitte LLP accepts no liability for any loss occasioned to any person acting or refraining from action as a result of any material in this publication.
Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and its registered office at 2 New Street Square, London EC4A 3BZ, United Kingdom.
Deloitte LLP is the United Kingdom affiliate of Deloitte NWE LLP, a member firm of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee ("DTTL"). DTTL and each of its member firms are legally separate and independent entities. DTTL and Deloitte NWE LLP do not provide services to clients. Please see www.deloitte.com/about to learn more about our global network of member firms.
© 2017 Deloitte LLP. All rights reserved.
Designed and produced by The Creative Studio at Deloitte, London. J12663
LOYALTY SCHEME
42%need more than points to shop with a brand
PURCHASEHISTORY
LOYALTY SCHEME
Want the ability to save shopping preferences...
Want the ability to personalise content received...
36% of 18-24year olds
24% of all adults
36% of 18-24year olds
24% of all adults
Want a mobile app toorder goods...
Want to talk to the brandon social media...
22% of 18-24year olds
12% of all adults
47%