Trend Truth: Customer Loyalty
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Why do 77% of shoppers report holding a customer rewards card, but only 40% hold a store-issued credit card?
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The document summarizes the key findings of Zebra Technologies' 2019 Shopper Vision Study, which surveyed shoppers, retail associates, and decision makers. Some of the main findings included:
- There are perception gaps between what shoppers want from the in-store experience versus what associates and decision makers think they want, such as in delivery options for out-of-stock items.
- Shoppers feel they have better access to store information using their mobile devices than associates. Associates report limited capabilities to help shoppers due to lack of access to customer information and mobile technologies.
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- 85% of the population in Vietnam's four largest cities purchase goods under promotion each year, with gifted purchases being the most popular promotion type at 58% of promotion value.
- Modern trade channels offer more promotions than traditional grocers and attract 34% of consumers who dedicate about 10% of their shopping basket to promoted items.
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How to make benefits with multi-channel customer support. Magic recipes for eCommerce. Nowadays all successful businesses are customer oriented. But if it isn't it has to be ruthless monopolist or criminal.
Customer’s loyalty is the main value. It costs money. But ignoring customer troubles costs much more.
Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience, they make it public through numerous social channels as a result business will get bad reputation and negative reviews. After that 80% of people that may be your customers won’t buy.
It’s better to prevent this issue providing effective customer support. That’s why eCommerce businesses in need of reliable system that will help to organize requests from all sources in a single place, automatize assigning and other processes inside organization and analyze results.
“Your most unhappy customers are your greatest source of learning” (Bill Gates).
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ShopSense, a grocery chain, is considering selling customer data from its rewards program to IFA, an insurance company. IFA wants the data to analyze shopping habits and correlate them with insurance risks. While IFA would pay ShopSense $1 million annually, there are significant privacy, ethical, and business risks. Selling personal data could damage customer relationships and trust. It may also decrease ShopSense sales if customers learn of the data sharing. The document concludes ShopSense should not enter the partnership due to the high risks compared to the single financial benefit.
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The document is a report from SAP on online shopping habits in Asia Pacific in 2018. Some key findings include:
- Over half of APAC consumers abandon their online shopping carts sometimes or all the time, more than other regions.
- Popular online purchases across APAC include entertainment, groceries, and travel. Shipping costs are the top reason for abandonment.
- When asked what would improve their online experience, APAC shoppers want tools to compare products and prices, virtual/augmented reality, ability to visit physical stores, and easy returns.
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- There are perception gaps between what shoppers want from the in-store experience versus what associates and decision makers think they want, such as in delivery options for out-of-stock items.
- Shoppers feel they have better access to store information using their mobile devices than associates. Associates report limited capabilities to help shoppers due to lack of access to customer information and mobile technologies.
- Decision makers recognize the need to equip associates with mobile technologies to improve customer service and close perception gaps.
- Shoppers
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Progressive Grocer February 2015 - Grocery Loyalty Article
While some retailers have abandoned loyalty card programs, analysts argue rumors of their death are exaggerated. Retailers that mine customer data through loyalty programs can target promotions, merchandise, and pricing strategies to best satisfy customer needs. Kroger has seen great success through its partnership with Dunnhumby, which uses shopper data to provide personalized offers, drive merchandising decisions, and generate revenue by sharing insights with manufacturers. Technology is now enabling more holistic loyalty programs through mobile apps and wireless identification, allowing retailers to maintain loyalty through rewards and personalized engagement.
Kantar promotion analysis_2013
- 85% of the population in Vietnam's four largest cities purchase goods under promotion each year, with gifted purchases being the most popular promotion type at 58% of promotion value.
- Modern trade channels offer more promotions than traditional grocers and attract 34% of consumers who dedicate about 10% of their shopping basket to promoted items.
- Promotions are most common during the lead-up to Tet, with spending under promotion increasing 50% during the Tet period and 30% in the preceding four weeks compared to normal months. However, promotions have limited impact on brand trial and show no significant positive effect on brand share after the promotion period ends.
Dealing with unhappy customers as a source of wisdom
How to make benefits with multi-channel customer support. Magic recipes for eCommerce. Nowadays all successful businesses are customer oriented. But if it isn't it has to be ruthless monopolist or criminal.
Customer’s loyalty is the main value. It costs money. But ignoring customer troubles costs much more.
Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience, they make it public through numerous social channels as a result business will get bad reputation and negative reviews. After that 80% of people that may be your customers won’t buy.
It’s better to prevent this issue providing effective customer support. That’s why eCommerce businesses in need of reliable system that will help to organize requests from all sources in a single place, automatize assigning and other processes inside organization and analyze results.
“Your most unhappy customers are your greatest source of learning” (Bill Gates).
They complain, in details explain their ‘pain’, show your weaknesses. You just have to make right conclusions and improvements.
“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” (Donald Porter)
Customer Analytics Powerpoint
ShopSense, a grocery chain, is considering selling customer data from its rewards program to IFA, an insurance company. IFA wants the data to analyze shopping habits and correlate them with insurance risks. While IFA would pay ShopSense $1 million annually, there are significant privacy, ethical, and business risks. Selling personal data could damage customer relationships and trust. It may also decrease ShopSense sales if customers learn of the data sharing. The document concludes ShopSense should not enter the partnership due to the high risks compared to the single financial benefit.
Consumer Propensity Report APAC
The document is a report from SAP on online shopping habits in Asia Pacific in 2018. Some key findings include:
- Over half of APAC consumers abandon their online shopping carts sometimes or all the time, more than other regions.
- Popular online purchases across APAC include entertainment, groceries, and travel. Shipping costs are the top reason for abandonment.
- When asked what would improve their online experience, APAC shoppers want tools to compare products and prices, virtual/augmented reality, ability to visit physical stores, and easy returns.
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This document discusses the issues with a partnership between an insurance company (IFA) and a grocery chain (ShopSense) to share customer data. IFA would use ShopSense's detailed grocery purchase data for 10 years on customers in Southern Michigan to more accurately assess insurance risks and set premiums. While legal, this sharing of customer data without their knowledge or consent could damage customer trust in the companies and their privacy. There are concerns about the accuracy of profiles built from the data and the unintended uses of sensitive customer information.
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Although money is being poured into the online experience the physical retail store remains an important channel in the experience for customers. However, a disparity is emerging between the expectations customers have and the investment retailers are making. While retailers believe enough is being done to re-imagine the physical store experience, customers disagree. In this paper we explore the disparity and what to do about it.
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This document discusses a proposed loyalty program and marketing strategy for Ensure targeted at caregivers. It involves creating a website and QR code-based loyalty program where caregivers can earn discounts on future purchases. The goals are to increase brand loyalty for Ensure, learn more about customers, and encourage repeat automatic purchases by making Ensure the default option. Key touchpoints for the strategy include point-of-purchase displays, an easy-to-use website, and convincing retailers by increasing both brand and retail loyalty.
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This document summarizes key findings from a 2018 survey of 5000 European consumers and 500 retailers about changing consumer shopping preferences and the need for retailers to adapt. The survey found that consumers increasingly demand convenient, personalized, and frictionless shopping experiences where they are in control. Specifically, consumers want to be able to check online store inventory, reserve items online for in-store pickup, use mobile payment apps, and receive personalized local offers. However, many retailers have not fully adapted, such as only 35% offering one-click checkout and 26% allowing in-store payments and delivery for out-of-stock items. The document recommends retailers strengthen connections between online and physical stores to create consistent, integrated experiences that meet evolving consumer demands.
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Loyalty card popularity in Vietnam
Vietnam is in the top of the country in the world having the fastest growing population of ultra rich individuals. This leads to a blooming consumption. The modern trade therefore thrives.
The competition among retail chains is very tough. All the retail brands take measures to engage their customers, retain and drive repeat purchases. A loyalty program is one of a most useful tool to manage the customer database and increase the engagement with the brand.
The research was conducted to have a better understand of the loyalty program usage. It surveyed 260 shoppers at modern retail chains, from 15 to 60 years old nationwide.
What makes shoppers buy? Ecommerce Survey 2014
The document provides insights from a survey of 1,000 US online shoppers on trends in ecommerce. Some key findings include: 1) Unexpected shipping costs were the top reason for cart abandonment (28%); 2) 54% of shoppers said they would purchase abandoned cart items with a discount; and 3) Reviews were important for purchase decisions for 55% of shoppers. The conclusions suggest testing mobile optimizations as usage increases, and that personalization and social media's influence require more refinement.
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Dark Side Of Customer Analytics
This document discusses the issues with a partnership between an insurance company (IFA) and a grocery chain (ShopSense) to share customer data. IFA would use ShopSense's detailed grocery purchase data for 10 years on customers in Southern Michigan to more accurately assess insurance risks and set premiums. While legal, this sharing of customer data without their knowledge or consent could damage customer trust in the companies and their privacy. There are concerns about the accuracy of profiles built from the data and the unintended uses of sensitive customer information.
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Although money is being poured into the online experience the physical retail store remains an important channel in the experience for customers. However, a disparity is emerging between the expectations customers have and the investment retailers are making. While retailers believe enough is being done to re-imagine the physical store experience, customers disagree. In this paper we explore the disparity and what to do about it.
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The growth of information technology, including the internet, turns out to have a big impact on all aspects of life, this happens because the internet can be accessed anywhere and anytime. The rapidly growing number of internet users can become a potential market for business people to enter, therefore more people are using the internet as a marketing and business medium.This paper will discuss the factors that influence consumers to buy products online. For companies, they can find out what factors influence the interest of buyers of products online and for consumers to provide knowledge about their interest in purchasing products various products .The quality of the product, the higher the customer satisfaction, so online shop customers choose online stores according to recommendations from other people who have experience buying their products so that it has an impact on customer satisfaction. Product innovation is also carried out so that consumers do not feel bored and bored with existing products. Based on previous research, product innovation does not have a significant effect on consumer buying interest A positive brand image has a positive influence on purchasing decisions, the higher the brand image created by the company, the level of decision making to buy also increases. Sales promotion is a form of direct persuasion through the use of various incentives that can be arranged to stimulate immediate product purchases and or increase the amount that customers will buy. Dominicus Wahyu Pradana | Lena Ellitan | Robertus Sigit Haribowo Lukito "Factors Influencing the Intention to Buy Products Online" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd43705.pdf Paper URL: https://www.ijtsrd.commanagement/marketing/43705/factors-influencing-the-intention-to-buy-products-online/dominicus-wahyu-pradana
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The document summarizes key findings from a study on omni-channel retail experiences. It found that consumers expect consistency across retail touchpoints and have rising expectations for personalization. Most consumers and retailers see consistency as important for building loyalty. While many retailers aim to provide personalized experiences, opportunities remain to better integrate data and create single customer views. Discovering new products and impulse purchases are also important drivers for retailers.
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This document discusses a proposed loyalty program and marketing strategy for Ensure targeted at caregivers. It involves creating a website and QR code-based loyalty program where caregivers can earn discounts on future purchases. The goals are to increase brand loyalty for Ensure, learn more about customers, and encourage repeat automatic purchases by making Ensure the default option. Key touchpoints for the strategy include point-of-purchase displays, an easy-to-use website, and convincing retailers by increasing both brand and retail loyalty.
Retailers Playbook by Square
When it comes to acquiring and retaining customers, the goal should be to develop strategies that scale efficiently and make the most of every dollar. But to do that, you first need to
understand your target consumers.
So we surveyed 1,800 U.S. consumers, illuminating trends on how they discover new retailers, why they decide to try a retailer, and what convinces them to recommend a retailer to others. From there, we developed strategies and tactics that capitalize on those behaviors to help you maintain a steady flow of new and repeat customers.
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This document is a study on factors influencing online shopping cart abandonment rates. It discusses literature reviewing shipping costs, checkout processes, and holiday promotions as the three main factors studied. The study uses a questionnaire to collect consumer data on online shopping behaviors and perceptions of how the three factors impact abandonment rates. Hypotheses are that shipping costs, complex checkouts, and promotions each have a strong relationship with higher abandonment. Results and interpretations of the questionnaire data will be analyzed to test these hypotheses.
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This document summarizes key findings from a 2018 survey of 5000 European consumers and 500 retailers about changing consumer shopping preferences and the need for retailers to adapt. The survey found that consumers increasingly demand convenient, personalized, and frictionless shopping experiences where they are in control. Specifically, consumers want to be able to check online store inventory, reserve items online for in-store pickup, use mobile payment apps, and receive personalized local offers. However, many retailers have not fully adapted, such as only 35% offering one-click checkout and 26% allowing in-store payments and delivery for out-of-stock items. The document recommends retailers strengthen connections between online and physical stores to create consistent, integrated experiences that meet evolving consumer demands.
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Loyalty programs are an important part of the relationship between companies and customers. 70% of members feel loyalty programs are part of their relationship to a company. Anywhere provides businesses with a loyalty program solution including tablets, email campaigns, unlimited loyalty cards, and an account manager to help businesses increase social exposure, encourage more frequent visits and higher purchases from customers. Loyalty programs on average increase customer visit rates by 35%.
Whitepaper on Customer Experience Management (CEM) perspectives in Retail (De...
Whitepaper on Customer Experience Management (CEM) perspectives in Retail (Written and Published in December 2009)
Market share tracking gift cards
The document discusses a study conducted for a large retailer to better understand the gift card market and their competitive position. Surveys were administered to both gift card purchasers and recipients to measure market share and understand motivations. The results provided the retailer's gift card market share compared to competitors and profiles of purchasers and recipients to help optimize their gift card strategy.
Retail Analytics: Game Changer for Customer Loyalty
Using analytics tools and models, retailers can boost customer loyalty by creating a personalized shopping experience that customizes offers to needs.
USA Customer Edge 2015
This document provides 44 facts about customer engagement from various sources. Some key points include: fully engaged customers are more profitable and valuable to companies across many industries; social media is becoming an important customer service channel, with over half of inquiries starting there; big data and analytics can improve customer retention and sales; and the customer experience is a major focus and investment area for most businesses.
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The reputation amplifier system is a way to automate requesting reviews from customers while also helping with quality control. Our sophisticated, revolutionary technique maximizes accuracy and speed for each reputation amplifier campaign.
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My presentation for the co-brand credit card conference in Atlanta, May 2017. Had the opportunity to talk to a great group of people about engagement with loyalty programs and how to stay competitive in a changing reward landscape.
Physiology of Shopping
This document discusses understanding consumer shopping behavior through various analytical tools and data sources. It examines why sales, promotions, and market share may be declining and provides forensics tools like exit interviews, ROI analysis, and loyalty card data to analyze the reasons. It introduces a Neural Shopping Map that tracks consumers through the stages of awareness, knowledge seeking, budgeting, shopping, and purchase. Various media usage and macro trends are also analyzed to understand the influences on consumers at different points in their shopping journey.
Shopper Behaviour in India
Store Trek is an analytics tool that analyzes shopper behavior patterns like product discovery, purchase decisions, and impulse buys based on customer demographics and store characteristics. It provides insights into metrics such as time spent in aisles, bill values, trip missions, and cross-category associations. These insights are derived from inputs on category, age, gender, city, store type, whether the shopper is accompanied, and video footage of shopper behavior.
Akz mr
This document summarizes a marketing research study on consumers' attitudes towards online shopping sites focusing on consumers at MG University campus in Kottayam. The study had the following key objectives: 1) identify the most important factors consumers consider when shopping online, 2) identify different types of online shopper categories, 3) determine the most preferred shopping site, 4) understand how online shopping differs from traditional shopping, and 5) identify areas for improvement in online shopping. A questionnaire was used to survey 50 consumers about their online shopping behaviors and preferences. The findings showed that website security/privacy was the most important factor, Flipkart was the most used site, and payment security was the top area needing improvement.
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Factors Influencing the Intention to Buy Products Online
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Retail: the age of experience. Based on a 2018 European survey.
Whitepaper on Customer Experience Management (CEM) perspectives in Retail (De...
Whitepaper on Customer Experience Management (CEM) perspectives in Retail (De...
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Retail Analytics: Game Changer for Customer Loyalty
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Vietnam is in the top of the country in the world having the fastest growing population of ultra rich individuals. This leads to a blooming consumption. The modern trade therefore thrives.
The competition among retail chains is very tough. All the retail brands take measures to engage their customers, retain and drive repeat purchases. A loyalty program is one of a most useful tool to manage the customer database and increase the engagement with the brand.
The research was conducted to have a better understand of the loyalty program usage. It surveyed 260 shoppers at modern retail chains, from 15 to 60 years old nationwide.
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The document discusses the business case for loyalty programs in the payments industry. It notes that loyalty programs can help all market participants increase their share of payments value by providing flexibility to cardholders and a reason for adoption. However, changing technologies are altering how loyalty programs are delivered. Success will depend on how well participants leverage mobile technologies to offer personalized targeted offers based on spending analytics. While loyalty provides flexibility, it also brings challenges around data use that market participants must address to protect their brands. The key will be finding the right balance between targeting consumers and respecting their privacy.
Looking ahead-The business case for Loyalty
The document discusses the business case for loyalty programs in the payments industry. It notes that loyalty programs can help all market participants increase their share of payments value by providing flexibility to cardholders and a reason for adoption. However, changing technologies are altering how loyalty programs are delivered. Success will depend on how well participants leverage mobile technologies to offer personalized targeted offers based on spending analytics. While loyalty provides flexibility, it also brings challenges around data use that market participants must address to protect their brands. The key will be finding the right balance between targeting consumers and respecting their privacy.
Salesforce's Innagural 2015 Connected Shopper Report
With the holiday season approaching, the research surveyed more than 2,000 American adult shoppers, exploring their current attitudes, habits, and use of technology as part of the shopping experience. It shows that to succeed during the holidays, retailers need to fix the disconnected shopping experiences, empower store associates with technology and target the trillion-dollar millennial consumer.”
Epsilon China Consumer Experience Report 2015
Epsilon powers business results for the world’s leading marketers, using customer intelligence to ignite connections between brands and customers with solutions that integrate rich data, engaging creativity and robust technologies. Each year we conduct proprietary consumer research across China to gain customer perspectives on topics that matter to brands. In this year’s study, we sought to explore Chinese consumer experience: the connections with brands they value the most, and the impact of those connections on purchase behaviors. We looked at how Chinese consumers engage with brands, with an eye toward helping brands build and benefit from positive consumer experiences. Covering clothing, grocery, financial services, travel, luxury, restaurant, eCommerce, appliance, food and beverage, and consumer product sectors, Epsilon’s research examined in depth how China’s consumers engage with brands across numerous touchpoints and channels.
Crm retail
Retailers use customer relationship management (CRM) to build loyalty with valuable customers. CRM involves collecting customer data, analyzing it to identify best customers, developing loyalty programs, and implementing them. Retailers determine best customers through metrics like recency, frequency, and monetary value of purchases. Loyalty programs reward frequent shoppers, while privacy concerns must be addressed to gain customer trust and participation.
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THE PULSE OF THE CANADIAN STUDENT SHOPPER 2013 LOYALTY LANDSCAPE UPDATE
SPC Card and Conversion are proud to announce the release of the second annual “Pulse of the Canadian Student Shopper” study.
With 1 million+ cardholders aged 14-24 per year,
SPC Card - Canada’s leading student loyalty program, enjoys robust and privileged access to young Canadian shoppers.
The second annual survey was fielded in September, 2012 and has derived a robust sample size of 1440 young Canadian shoppers aged 14-24.
The study provides unprecedented access to, and of-the-moment perspective on, the volatile, influential and lucrative student consumer market in Canada. To match the evolving focus points of the industry writ large a major focus of this year’s study has been on the shifting expectations young Canadian shoppers have of loyalty programs.
Stimulating growth internationally
1) The document discusses how data is the bedrock of consumer experience and how retailers can use data to personalize experiences for shoppers.
2) It notes that high performing retailers are more likely than underperformers to prioritize data in key areas like governance, agility, and security.
3) The document advocates that retailers adopt three "shopper-first mandates" - make it fresh by constantly renewing offerings, be where shoppers are through omnichannel presence, and give shopping meaning through loyalty programs and charitable initiatives.
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9 in 10 consumers thinks that saving energy in the home is either "somewhat" or "very" important. This TrendTruth asks them what they do to save energy and why, and how they feel about new technology like Smart Grid, which increases network-wide efficiency.
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- 60% of cellphones have internet access and 33% of consumers make online purchases using their phone's wireless connection.
- The most popular products purchased online using smartphones are smartphone apps (81%), electronics (64%), books (62%), and fashion (47%).
- The survey was conducted by FGI Research in February 2010 among 300 respondents from their SmartPanel, a nationally representative sample of US adults aged 18 and older, with a maximum margin of error of ±4 percentage points.
Trend Truth: What Women Want
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Trend Truth: Tweeting the News
A survey of 315 Americans found that 51% believe social media impacts mainstream news reporting. The ways consumers access news is changing, with 58% finding news through search engines and 24-30% increasing their use of online newspapers, network websites, search engines, and social media. While most readers are active on social networks like Facebook and YouTube, over half believe social media influences the news. This has implications for how news outlets engage audiences and uncover consumer opinions through free social media platforms.
Trend Truth: Tweet This
FGI Research surveyed 300 people and found that 1 in 5 consumers say that Twitter influences their purchases. Certain demographics, such as those ages 30-34 and 35-44, use Twitter more than others. Twitter has the biggest impact on purchases for restaurants, electronics, and political opinions. Marketers should determine if their target audiences are active on Twitter to see if it could be an effective marketing tool.
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永久可查学历认证【微信：A575476】【(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证成绩单Offer】【微信：A575476】（留信学历认证永久存档查询）采用学校原版纸张、特殊工艺完全按照原版一比一制作（包括：隐形水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠，文字图案浮雕，激光镭射，紫外荧光，温感，复印防伪）行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备，十五年致力于帮助留学生解决难题，业务范围有加拿大、英国、澳洲、韩国、美国、新加坡，新西兰等学历材料，包您满意。
【业务选择办理准则】
一、工作未确定，回国需先给父母、亲戚朋友看下文凭的情况，办理一份就读学校的毕业证【微信：A575476】文凭即可
二、回国进私企、外企、自己做生意的情况，这些单位是不查询毕业证真伪的，而且国内没有渠道去查询国外文凭的真假，也不需要提供真实教育部认证。鉴于此，办理一份毕业证【微信：A575476】即可
三、进国企，银行，事业单位，考公务员等等，这些单位是必需要提供真实教育部认证的，办理教育部认证所需资料众多且烦琐，所有材料您都必须提供原件，我们凭借丰富的经验，快捷的绿色通道帮您快速整合材料，让您少走弯路。
留信网认证的作用:
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Trend Truth: Customer Loyalty
- 1. TrendTruth: Store Credit 77% of all shoppers hold a loyalty card –but just 40% use a store-issued credit card. Why the discrepancy? FGI investigates.
- 2. More businesses than ever offer rewards for loyalty.
- 5. “ At which stores do you hold a customer loyalty card? Check all that apply.”
- 7. Why get a loyalty card?
- 8. “ What are the advantages of signing up for a customer loyalty card?”
- 10. Fewer shoppers pursue store-issued credit.
- 12. What about the non-adopters?
- 17. How do we know this?
- 20. FGI Research: custom panels, research experts, dynamic approach.