Consumer Loyalty Programs Miss Mark 


A study by ACI Worldwide shows that many retail loyalty programs leave consumers feeling underappreciated, and many consumers are enrolled in a program they don’t completely understand. Key findings include:

• The majority of American consumers (62%) join retail loyalty programs so they can get discounts on the things they buy most, yet only about one-third of Americans (36%) receive a reward or promotion that would make them come back to the retailer again, and 1 in 4 (27%) complain they receive a reward or promotion for something they would never buy.

• Just 27% of Americans receive a loyalty program reward or promotion that made them feel valued.

• 85% of loyalty program members report that they haven’t heard a single word from a loyalty program since the day they signed up.

Source: ACI Worldwide


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