Retail Loyalty Programs

Strategies to Reward and Retain Customers Through Turbulent Times

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About This Report
Consumers now expect more from brands and their loyalty programs, which need to incorporate value, ease of use, and personalization to stand out in a crowded market.
Table of Contents

Executive Summary

Consumer loyalty continues to wane amid inflation, with price taking precedence over brand for many shoppers. As retailers find it more challenging to acquire new customers, loyalty programs take on greater importance—but brands must put value and ease of use front and center to retain existing customers and boost purchase frequency.

Key Question: How can brands and retailers best meet consumers’ changing expectations for loyalty programs during economic turmoil?

KEY STAT: Discounts are the most sought-after loyalty program benefit among US consumers by a wide margin. Nearly four-fifths of respondents in Merkle’s 2022 Loyalty Barometer Report said they like to receive discounts, an increase of 9 percentage points from the previous year.

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Table of Contents

  1. Executive Summary
  2. The Loyalty Lifeline Supports Both Brands and Consumers
  3. Waning Consumer Loyalty Makes Dedicated Programs an Imperative for Brands and Retailers
  1. The Evolving Landscape of Loyalty
  2. Three Pillars for Boosting Consumer Engagement With Loyalty Programs
  3. Read Next
  1. Sources
  2. Media Gallery

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authors

Sky Canaves

Contributors

Suzy Davidkhanian
Principal Analyst, Retail & Ecommerce
Carina Perkins
Senior Analyst
Amy Rotondo
Director, US Research
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