how to understand your customers and make them loyal
Post on 21-Oct-2014
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Find out more at accumulate.com.au
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spending activity
profitablyage
age
age
cont
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infor
matio
nindividual demographics
contact information
age
gender
gender
geographic location
geographic locationtrend
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trend
sshopping frequency
online vs. offline
online vs. offline
mobile
bask
et ite
ms
basket items
basket items prof
itablyspending activity
products that drive higher spend
communication preferencesbuying behaviour over time
A loyal and satisfied customer base is more likely to repurchase, is less price sensitive, spends more money with your company and generates positive word of mouth advertising.
I want you to know me, understand what I want and give me something meaningful, and then you can share other information with me.
A LOYAL CUSTOMERI S U P T O
T O A B U S I N E S S
UNCOMMITTED ONET H A N A N
MOREVALUABLE20X
100%25%
8X
+5% + to
6X
The average consumer spends nearly 3X more when their relationship is built on customer preferences.
Targeted emails within customer loyalty programs
have a 40% higher open rate.
A R E YO U I N V E ST I N G I N T H E R I G H T P E O P L E ?
H OW TO K E E P ‘ E M C O M I N G BAC K
C A P T U R E A C O M P L E T E V I E W O F YO U R C U STO M E R
W H AT ’ S M O ST I M P O RTA N T TO A U ST R A L I A N LOYA LT Y P R O G R A M M E M B E R S ?
80%of Australian consumers buy more from companies
whose loyalty program they are a member of
41%only 41% of consumers feel that loyalty programs
offer good benefits to members
However,
And,
+40%
+3X
80%
81%
77% 67%
37%
instant discounts points for rewards surprise & delights
direct mailpersonalised email
social interactions
communication preferences
Companies operating in Australia spend an average of 6X more trying to attract new customers than they do looking after the ones they already have.
Existing customers spend up to 8X more
per transaction.
A mere 5% increase in customer retention can lead to a 25 ––– 100% increase
in profit for your company.
Sources: Customers matter, Survey Matters, Inc. Online, Maritz white paper, The Loyalty Effect, The Loyalty Marketer’s Association - Loyalty 3600, Survey by Oracle, Australian Bureau of Statistics, Directivity & Citrus - 2013 Consumer Study into Australian Loyalty Programs
U N D E R STA N D YO U R C U STO M E R TO D I R E C T T H E M TO T H E P R O D U C T S A N D S E RV I C E S T H E Y WA N T
W I T H I N T H E R I G H T C H A N N E L .
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