Loyalty 360 Survey Finds that Social Media, Customer Analytics Have Greatest Impact on Customer Loyalty

Loyalty marketing think tank explores issues its community believes most affect customer loyalty, retention

  • Share on TwitterShare on FacebookShare on Google+Share on LinkedInEmail a friend
"It’s not surprising that social media and customer analytics top this list. This data explosion is an enormous opportunity. But, companies need to find the information in the data." ~~ Mark Johnson, CEO Loyalty 360

Cincinnati, OH (PRWEB) January 30, 2012

Loyalty 360 – The Loyalty Marketer’s Association recently asked its community: In 2011 what had the largest positive impact on your customer loyalty/retention efforts? The loyalty marketing think tank found that the following issues rated highest:

  •     Social Media (27.87%)
  •     Customer Analytics (25.41%)
  •     Rewards Programs (24.59%)
  •     Employee Engagement (15.57%)
  •     Mobile Strategies (6.56%)

“Given the volumes of consumer generated content and the greater emphasis customers are placing on reviews and recommendations inherent in this feedback, it’s not surprising that social media and customer analytics top this list,” says Mark Johnson, CEO of Loyalty 360. “This data explosion is an enormous opportunity. But, companies need to find the proverbial needle in the haystack ---- AKA the information in the data.”

Johnson also points out that while marketers believe that social media is important, most don’t know how worthwhile it is. As they become more sophisticated and skilled at navigating the social media channel, marketers will be more demanding of tools that track and improve ROI. As the results indicate, rewards programs continue to play a vital role in a brand’s customer retention strategy. The most effective programs ---- those that drive sustainable behavior change and long-term loyalty ---- and are those that go beyond points, excite and delight members, and offer meaningful rewards.

About Loyalty 360
Loyalty 360- The Loyalty Marketer’s Association is an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing customer loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty 360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them. http://www.loyalty360.org

# # #


Contact

  • Cindy Kazan
    Loyalty 360
    414.559.0745
    Email