Consumers do not usually just focus on the function and appearance of a product when purchasing products. When it involves the quality of a product, then the name of the brand becomes a crucial factor in making a purchase decision for most users. For this reason, many opt to go for a well-trusted company rather than a newbie in the industry.
Customer loyalty is a very effective tool sales influencers use to turn virtually any brand into a popular household name. Companies always try to improve their product until they have many repeat customers. This article will examine the increasing demand for personal and excellent customer service.
- About 75% of customers will opt for companies with a purchase reward system.
- Loyal consumers of products are likely to spend up to 67% or more on their trusted brand than new customers.
- Regarding loyalty, 72% of product users feel loyal to at least one brand or company.
- The typical American is a member of 16.7 loyalty programs of product usage.
- Most impressive is 59% of the population who tend to be loyal to their brands for their entire lives.
- 75% of consumers believe a personal experience will enable them to remain loyal.
- Price is a major determining factor in loyalty for many consumers.
- 61% of consumers change brand usage because of poor customer support systems provided.
- There are 36% of Americans who decided to change brands as a result of the global COVID-19 pandemic that occurred.
- Only 42% of company executives feel they implemented the right approach to increasing customer loyalty.
- About 45% of customers believe brand loyalty rewards are difficult to achieve.
- 82% of companies feel that retaining existing customers is cheaper than getting new users.
- Businesses get 65% entry of new customers through the referrals of their existing consumers.
- An increase of 5% in the rate of customer retention invariably means an increase of 25% in sales volume.
- 80% of businesses make profits from 20% of their consumers.
- 70% of consumers of products counsel that businesses improve greatly on their loyalty scheme.
- More than 50% of consumers are loyal to businesses simply because of their preferred product.
- Companies at the top of customer brand loyalty are Google and Amazon.
Key Stats of Customer Loyalty In 2023
1. 75% of Consumers Give Preferences to Companies that Offer Rewards to Their Users.
According to virtual incentives findings, 75% of customers will opt for a business that offers rewards. This is not just about offering an attractive price; loyalty rewards are about appreciating customers’ continuous patronage. Notably, 28% of persons interviewed during the study felt that giving out prizes is important in deciding where to purchase a product. Another very important element in the decision-making process for consumers is the price of the product on display. One other interesting thing derived was that 61% of those surveyed would permit mobile notifications when it would keep them informed of the rewards offered by businesses.
2. Loyal Customers Are Likely to Spend 67% or More on a Product than New Consumers of that Same Commodity.
The loyalty of customers is presently the most crucial aspect of strategic planning in the sales and marketing of businesses. This is not just about being easier or cheaper to sell to an existing customer than a new one. It is about the impact repeated purchases by loyal customers have on the sales of a business over a one-off new customer. Research has proven that loyal customers can make up to 67% or more purchases compared to orders made by new consumers.
3. 72% of Customers Believe They Are Loyal to Not Less Than One Brand or Company.
Since billions of purchases are made daily, it therefore implies that consumers have a wide range of products to choose from. According to research by Zendesk, 72% of consumers purchase from a particular company. The United States has a higher average of this percentile, with 80% of its consumers loyal to a single brand. This is rather in contrast to Japanese shoppers, with just 60% loyalty to one brand. Customers in industries such as fashion, jewelry, and eCigs are very likely to be loyal to a single brand.
4. 88% of Customers Think Making Three Purchases Shows Loyalty to a Brand.
An outstanding 88% of people in a survey stated that making three purchases from a particular brand is sufficient to create loyalty. This implies that in future purchases, these customers would consider that brand first before any other within the industry. Most notably, while most people suppose three purchases are adequate, many believe five purchases are enough to be considered brand loyalty. The research showed that 37% surveyed would not consider themselves loyal product consumers until they have made five successful purchases. In disparity, 12% of those surveyed feel loyalty to a particular brand after making just two product purchases.
5. The Typical American Has a Membership of 16.7% Loyalty Scheme for Product Usage.
You will most likely receive a loyalty card when visiting a physical store. These cards are offered irrespective of the services provided, whether it is a pizza shop or a big brand name like a Walmart store. In most instances, these loyalties are offered to attract customers into signing up by filling up a couple of personal details. This is probably why recent research by the bond brand loyalty revealed that the typical American has 16.7 loyalty programs.
6. Remarkably, 59% of Individuals Remain Loyal to a Particular Brand for Their Entire Lives.
The research conducted by Acquire reveals that 59% of customers in the United States remain loyal their entire lives and will only withdraw when they start experiencing poor customer service. That is remarkable and can make companies content with simply improving their service delivery. Though the United States has been maintaining the best position in terms of loyalty, in recent times, this has been dropping. The younger generation tends to be happier switching brands based on what they feel is the best for them at the point of purchase.
7. 75% of Consumers Think Personal Experience will Make Them Loyal to a Brand.
It can be quite difficult for a new business to stand out among other competitors in the industry. This also means that consumers, in the same way, sometimes feel unimportant and irrelevant to the company. For some customers, receiving a quick service delivery and high-quality product is satisfactory, but for 75% of customers, personalized service will keep them loyal. These services, such as online greetings, text messages, and product offers, may seem small, but they greatly increase their interest in a brand. Around 61% of consumers recommend businesses use customer data to create beneficiary offers and improve loyalty.
8. Price is a Major Deciding Factor of Loyalty For Most Product Consumers.
A recent research conducted by Zendesk reveals that price remains a major determining factor in a customer’s loyalty. Interestingly, 62% of those surveyed thought that price is the most crucial factor to consider in choosing loyalty to a particular brand. This doesn’t mean that a brand product should be cheap but should give good value for the customer’s money. The survey emphasized that 57% of the people ranked customer service as a crucial measure of loyalty. An additional 54% view services or products companies offer as the most important factor to consider. More interesting is that 27% of people believe personalized offers and promotions are more important. Businesses will most likely maintain their customers when they offer good value for money and an excellent customer service support system.
9. About 61% of Consumers Stopped Using a Brand Due to Poor Customer Service Delivery.
Microsoft, one of the leading companies worldwide, should greatly appreciate the relevance of customer retention in its sales growth. This is because several other companies offer similar products. Regardless of the records achieved, brand awareness combined with high-quality products attracts and makes customers buy a product. Since no product is completely without fault, there is a need to put in place a customer support team that listens and resolves all issues regarding the product.
The recent research by Microsoft emphasized the importance of a good customer support team; it showed that 61% of consumers are likely to change brands when offered unsatisfactory customer service. It is worth mentioning that Hubspot, in its survey, emphasized that 55% of product users have reduced their trust in the brands they patronize. Furthermore, 65% of people have no trust whatsoever in traditional advert placements, while 71% do not trust social media-sponsored posts. Despite these facts, 81% of people will purchase a brand their family or friends recommended. A viable customer support system is one of the easiest ways businesses retain and attract new customers.
Enlightening Customer Loyalty Stats
10. They Were 36% of Americans Changed Brands As a Result of the Pandemic.
The pandemic, which happened globally, made many people stay home, which changed people’s shopping habits. This resulted in increased sales online and more options as people have a lot of free time to research similar products. According to McKinsey’s research, 36% of Americans switched brands during the pandemic. This study is backed up by a recent survey conducted by YouGov, which shows that 31% of product consumers change suppliers when they discover a default in efficiency or any other relevant issue.
11. Only 42% of Product Executives Believe they Implemented the Right Loyalty Approach.
Brand executives influence the loyalty scheme, product offering, and the terms of operation. The fact that 42% of product executives are satisfied with their loyalty approach shows that 58% are unsatisfied. A major reason for this dissatisfaction is most likely the use of obsolete loyalty programs and inadequate rewards. This is not the case for 50% of marketing professionals who believe that brand loyalty is the focus of marketing strategy. That means that more businesses should look better at their loyalty outlines.
12. 45% of Customers Believe that Loyalty Rewards of Brands Are Not Easy to Achieve.
It isn’t enough to put a loyalty program in place, as a Loyalty magazine survey reveals that 45% of consumers feel it takes a long time to obtain. Most of these schemes are complicated, and 31% of those surveyed state that they found it almost impossible to achieve. There is no reason to offer a loyalty program, except it can benefit the customers being offered. This was reflected in a survey report in which 27% of participants were unsatisfied after receiving a loyalty reward. Consumers do not remain loyal to a brand just because of its loyalty scheme, except they receive valuable benefits or rewards.
13. 82% of Businesses Say Maintaining Existing Customers is Easier Than Acquiring New Ones.
According to a survey done by Boston Consulting, maintaining existing customers is way cheaper than gaining new customers. This is because a product or brand appeals more to prospective customers who are offered an incentive at the purchase point. The research shows that these reminders of product quality and incentives cost up to $34 for each customer experience in just marketing. This contrasts with an existing customer who knows the product’s quality and needs a reminder of the brand’s loyalty bonuses. It could cost as little as $7.
14. 65% of New Businesses Come Through Existing Brand or Product Consumers.
One fact is that it is easier to convince your existing customers to buy a product than to persuade a new customer. This is simply because of your history with your current customers. They already have a level of knowledge of your customer service, product quality, and time of delivery. Research has shown a 60 to 70% probability of selling a product or service to current consumers.
15. An Increase in Retaining Customers By 5% Would Mean An Increase of 25% in Sales Volume.
Studies have shown a link between retaining existing customers and sales increase. Improving the level of maintaining customers with just 5% can impact a 25% increase in sales. An exception to the rule is when a business makes up to a 95% increase in its profit.
16. Businesses Make 80% of Their Profits Through 20% of Their Existing Consumers.
At the startup of the 20th century, Vilfredo Pareto came up with the Pareto principle. According to this principle, 80% of business profits come from 20% of its existing customers. This implies that all you need to do is study your highest-purchase customers and identify their needs and the loyalty scheme that best suits them. It will help you understand how to draw the attention of more of this set of people and increase customer loyalty, profit, and number as well.
17. 70% of Product Users Are More Likely to Recommend a Business With An Exceptional Loyalty Scheme to Others.
Simply providing a loyalty scheme is not enough, as consumers need to have the feeling of receiving something valuable for their loyalty. According to research, businesses reap rewards when they implement the right loyalty schemes. That could cause a great increase in the number of customers and, in addition, an increase of 77% in loyal customers even when they are a slight price increase.
18. 55.3% of Consumers Remain Loyal to a Business Only Because of Its Product.
Many stats have shown that customer reward and service play a huge role in keeping customers loyal to a brand. Though these are important factors, in a recent Yotpo survey, 55.3% of customers prioritize product quality in their brand choice. In another survey, 51% of consumers stopped using a brand due to a fall in product quality, showing that the value of money matters a lot.
19. Apple, Google, and Amazon Are Major Brands for Customer Loyalty Brands.
It is a well-known fact that Apple has many followers as it creates high-quality products and continuously diversifies. Research has proven that customers will prefer six times more to purchase a brand they once used, even when it is an entirely new product. Amazon and Google are the major players in their respective industries, and it’s quite difficult to state if their successes are connected to the ease of accessibility.
Brands must always be focused on providing excellent customer service while building a loyal consumer base. Innovation plays a major role in increasing customer loyalty, and when customers feel their preferred brand understands them, they tend to continue buying from that brand. While brands continue making innovations on their products, they also need to keep updating themselves with the needs of their customers in order not to lose their clientele to competitors.
What are the factors that normally affect customer loyalty?
How does the quality of a product affect customer loyalty?
Does customer satisfaction increase the level of loyalty?