Shoppers embracing loyalty programs
The For Love or Money 2015 study, commissioned by strategic loyalty consultancy, Directivity, and retention agency, Citrus, found that despite perceptions consumers are battling loyalty program fatigue, 59 per cent of members are active in all of their programs, a 31 per cent incremental increase from 2013.
The amount that consumers are spending is also experiencing an increase, with 82 per cent of those surveyed buying more from brands with a program, and 16 per cent purchasing items they didn’t need just to earn rewards.
Report co-author and CEO of Directivity, Adam Posner, said while some retailers question the value of loyalty programs, the research confirms that successful programs have evolved from cost centres into key profit drivers, and provide a key competitive advantage for brands.
“Loyalty programs are a real business imperative for driving brand loyalty and profitability,” he said.
“This research is a good news story for retailers. While consumers are telling us they’re more selective with their programs, they’re also more active and engaged.
“Programs also drive impulse purchasing as evidenced by 16 per cent of members who buy things they didn’t need just to earn rewards, which jumps to 26 per cent for men under 45,” said Posner. “If you do the maths, that’s a reasonable additional spend that goes straight to the bottom line,” he said.
In other key findings, the report also reveals the Coles flybuys program retained first place in the Top 10 unprompted most mentioned programs as ‘doing a very good job’ (33 per cent), increasing its lead over Woolworths everyday rewards (13 per cent). Qantas Frequent Flyer remained in third place since the first study in 2013.
2015 Australia’s top 10 most mentioned programs (unprompted) as ‘doing a very good job’:
- Coles flybuys
- Woolworths everyday rewards
- Qantas Frequent Flyer
- Virgin Velocity
- Myer One
- Priceline Sisterclub
- Westpac Altitude Rewards
- Commbank Awards
- Hoyts Rewards
The full 70 page report is available at theloyaltypoint.com.au.