Report: Consumers favour retailers offering customer loyalty programs

New Nielsen research finds consumers are more likely to return to a retailer if they have a program in place

More than half of Australian consumers will spend more with a retailer who offers a loyalty program over one who doesn’t, new research from Nielsen has found.

According to the latest Global Loyalty Sentiment Survey, 57 per cent of Australians are more likely to return to a retailer if they have a loyalty program in place, and 48 per cent will spend more if they know they’re going to be rewarded.

Across the global pool of respondents, 72 per cent also said they’d buy from a retailer with a loyalty program over one without.

Monetary incentives top the list of offers most desired by global consumers, such as product discounts (51 per cent), rebates or cashback offers (45 per cent), followed by free products (33 per cent). Frequent flyer points then ranked as the highest non-monetary benefit.

Across the split of millennials versus boomers, product discounts were more valuable to older consumers, while discounted shipping got a higher favourable response from millennials (17 per cent versus 9 per cent).

In addition, 67 per cent of Australian consumers participating in a loyalty program said it’s appealing to be able to earn rewards regardless of whether a purchase was made in-store, on a website or on a mobile device. This compared to about 80 per cent of global respondents.

“Flexibility is very important to Australian shoppers, now having access to an omnichannel experience when it comes to shopping,” commented Nielsen director of retailer services, Megan Treston. “This means they have access to bricks and mortar stores, online shopping, telephone sales and more.”

Treston said tailoring loyalty benefits for specific consumers, and using loyalty program elements to do this, such as an app, email or in-store integration, will also help retailers personalise rather than simply discount.

The Nielsen survey was based on more than 30,000 respondents across 63 countries including Australia.

Australia, along with Vietnam and New Zealand, were found to have the highest proportion of loyalty program participants across Asia-Pacific (84 per cent, 84 per cent and 83 per cent, respectively).

As it currently stands, presenting a membership card to be scanned remains the most common method of loyalty programs in Australia (81 per cent), against a global average of 45 per cent.Much higher across Asia-Pacific was looking up an account via a phone number, email address or other personally identifiable information in-store.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Is customer segmentation dead?

Ginni Rometty, the CEO of IBM, announced the death of customer segmentation five years ago saying, "The shift is to go from the segment to the individual. She might have been a bit premature for most marketers, but if customer segmentation isn't dead yet, it's definitely on life support.

Richard Taylor

Senior digital strategist, Spinach

How people buy brands

Andrew Ehrenberg was a giant in the field of marketing science. He believed scientific methods could reveal law-like patterns of how people buy. In this post, I summarise one of Ehrenberg’s most important discoveries and its implications on how people buy brands.

Kyle Ross

Strategist, TRP

Is artificial intelligence riddled with bias?

The purpose of Artificial Intelligence (AI) has always been to replace the menial and repetitive tasks we do each day in every sector, so that we can concentrate on doing what we do best. Saving time and money has certainly been a decent outcome as AI infiltrates the business landscape, however, now we are starting to see problems that cause major issues in practice.

Katja Forbes

Founder and chief, sfyte

This is so cool & Innovative . A Milestone will be created by this.

Digital Marketing Courses

AANA, IAB and MFA chiefs detail first cross-industry digital advertising practices

Read more

“2019 will be the year brands leverage their social capital with consumers to help drive sales, answer questions, and act on the brand’s ...

Engenius

Predictions: 9 digital marketing trends for 2019

Read more

At the deeper levels of artificial intelligence, computing machines make all kinds of correlations among whatever data is available to th...

Fraction Tech

Is artificial intelligence riddled with bias? - Customer Design - CMO Australia

Read more

https://myiplookup.com/ - find your ip address and location information in our main page. Also there are many ip tools you can use : IP L...

savefrom

iSelect outlines new approach to arrest ineffective marketing as its reports full-year results

Read more

https://myiplookup.com/ - this website will allow you to View Alexa Ranking and graph Check http headers of a website, tool to compare te...

savefrom

The Star's first CMO creates all-new marketing team

Read more

Latest Podcast

More podcasts

Sign in