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1、CONSUMER INSIGHTSThe State of Customer LoyaltyAuthor:Elizabeth Pun,Contributing Writer Research:Cheryl Zajac,Executive Director,Client InsightsQ120 24ContentsIntroduction.3Methodology.401 What Loyalty Looks Like.502 Effective Loyalty Programs Go Beyond Rewards.903 Demonstrate Strong Values to Enhanc

2、e Customer Connection.1404 Consumers Are Talking About You.1805 The Limits of Loyalty.2106 Personalizing the Customer Experience.25IntroductionTodays retail landscape has gone through a lot in recent years.Recession fears,price hikes,and general economic woes have left both consumers and brands in a

3、 daze.In these tenuous times,customer retention and loyalty have become vital.More than ever,the roadmap to earning shoppers repeat businessand ultimately a coveted,secure spot in their routinesinvolves listening to their evolving needs and consistently meeting these expectations.Thats where our res

4、earch comes in.We surveyed nearly 2,000 U.S.shoppers to explore what it takes to earn customer loyalty in todays landscape.Use these insights to deliver a meaningful experience that wows consumers and keeps them coming back.2,000U.S.shoppers surveyedMethodologyBizrate Insights surveyed 1,971 consume

5、rs in the United States in March 2024.48%Female52%MaleIdentityAge18%55647%65+23%182928%303925% 4What Loyalty Looks Like01Loyalty Takes TimeGiven current macroeconomic conditions,its unsurprising that consumers are most sensitive to price and value(68%)when making a purchase decision,along with produ

6、ct quality(56%).But true loyalty takes time to buildself-measured by at least four purchases,according to 67%of consumerswhich means every interaction and nuance in the customer experience matters.01 What Loyalty Looks LikeMost Important Factors When Deciding Where to Shop68%Price and value56%High-q