LYLTY: Loyalty and Deals app to help you love your customers more

blog

  • HOME
  • USERS
  • ABOUT
  • FOR BUSINESS
    • PRICING
    • MERCHANT SIGN UP
  • CONTACT
  • Blog
  • TESTIMONIALS
  • FREE RESOURCES

6/28/2017

Why customers leave loyalty programs.

0 Comments

Read Now
 
Picture
It's always a good idea to revisit your loyalty program structure and perks to answer this question: "Is this program still relevant and exciting for my customers?". Because customer preferences change, and customer demographics shift, you'll want to ensure you're always relevant to your audience. If you don't know what your customers want, just ask them! A simple survey with just a few key questions can help you identify what they love about your program and what they would like to see in the future. A customer loyalty survey by COLLOQUY reveals the top reasons customers engage with loyalty programs and also why they may stop participating.
​

The Two biggest reasons members continue to participate in loyalty programs:

1. The program is easy to understand (87%)*
Ensure your program's structure is easy to follow so customers clearly understand how to earn points and what rewards they can redeem. Try to keep rules simple so customers don't become frustrated.

2. The rewards/offers are relevant (75%)*
Ensure you're offering some great perks that your customers actually want. Exclusive rewards are more enticing where the customer can eventually earn something that they cannot buy such as a VIP invite to a special in-store event, or free coffee for a year.  

The main reasons loyalty members stop participating:

1. Did not provide rewards/offers that interest me (56%)*
If there is little incentive for customers to participate, they'll stop caring about earning points and engagement will fall off. If you're not sure what type of rewards your customers want to see, just ask them in a brief survey. They'll be happy to tell you what they want and impressed to know that their feedback is making a difference in the program.

2. Too hard to earn points for rewards (54%)*
If your reward items are not attainable, customers will lose interest. If they shop with you regularly but it takes them a year to earn a $2 coupon, the program will lose value for them.

***92% of program members described their participation as either "fun" or "economical".
Does your program fit into one of these categories - or both? Keep communication open with your customers and you'll receive great feedback about what they like and what they would love to see from your program!

*
Stats from "Customer Loyalty in 2015 & Beyond" - Colloquy

Share

0 Comments



Leave a Reply.

Details

    Author

    Paul Sumich - Founder of LYLTY and freeing peoples wallets, one loyalty card at a time.

    Archives

    September 2018
    July 2018
    June 2018
    March 2018
    February 2018
    January 2018
    October 2017
    August 2017
    June 2017
    April 2017

    Categories

    All

    RSS Feed

For Users​

Get the app
App Features
FAQ

For Business

List your Business 
Talk to Us
​Merchant Support

LYLTY

Terms & Conditions
Privacy Policy
​Contact Us
© Copyright LYLTY Ltd. 2018. All Rights Reserved. Site by Pixly Group 
  • HOME
  • USERS
  • ABOUT
  • FOR BUSINESS
    • PRICING
    • MERCHANT SIGN UP
  • CONTACT
  • Blog
  • TESTIMONIALS
  • FREE RESOURCES