英国忠诚度营销计划分析报告-培训课件外文版2024.5

CONSUMERS

&

BRANDSLoyaltyprogramsandmarketingintheUnitedKingdom(UK)CHAPTER

01OverviewLoyaltymanagementmarketsizeworldwidefrom2020to2029(inbillionU.S.dollars)Loyaltymanagementmarketvalueworldwide2020-2029302520151024.445.574.54503.652020202120222029*3Description:Itwascalculatedthatthegloballoyaltymanagementmarketwillbeworth5.57billionU.S.dollarsin2022.Marketevaluationspredictthatthesizeofloyaltymanagementecosystemwillsurpass24billionU.S.dollarsbytheendof2029,growingatCAGRof23.5percentinthisperiod.ReadmoreNote(s):2020and2021;*Forecast.Figuresforperiodspriorto2021comefrompreviousreporting.ReadmoreSource(s):FortuneBusinessInsightsMarketingprioritiesinEU-5asofJuly2022MarketingprioritiesinEU-52022Shareofrespondents0%5%10%15%20%25%30%35%40%38%AcquiringnewcustomersGrowingrevenue31%Buildingmarketshare27%Customerretention/loyaltyDrivingreturnoninvestment/profitabilityBuildingbrandhealth23%22%19%Gatheringcustomerdata17%4Description:Duringa2022surveycarriedoutamongin-houseandagencymarketersfromFrance,Germany,Italy,Spain,andtheUnitedKingdom,38percentofrespondentsstatedthatacquiringnewcustomerswasoneoftheirleadingmarketingpriorities.Growingrevenuerankedsecond,namedby31percentofrespondents.ReadmoreNote(s):UnitedKingdom,EU;July18to22,2022;500respondents;in-houseandagencymarketersSource(s):AudienceXpress;CoLabMediaConsulting;RapidTVNewsShareofconsumerswhoconsideredthemselvesloyaltocertainretailers,brands,orstoresintheUnitedKingdomin2021and2022LevelofconsumerbrandloyaltyintheUK2021-202280%73%70%60%55%50%40%30%20%10%0%202120225Description:Duringa2022survey,73percentofrespondingconsumersfromtheUnitedKingdomstatedthattheyconsideredthemselvesloyaltocertainretailers,brands,orstores.Ayearearlier,thesharestoodat55percent.

ReadmoreNote(s):UnitedKingdom;2021and2022;2,000respondentsSource(s):EmarsysShareofadultswhoareamemberofaloyaltyprograminGreatBritainfrom2018to2022,bysectorLoyaltyschememembershipsinGreatBritain2018-2022,bysectorShareofrespondents2022

2020

201820%

30%0%10%40%50%60%70%56%SupermarketsPharmacies64%65%28%27%35%37%Retail30%30%19%Restaurant&coffeeshopsAirlines25%25%8%11%10%8%Petrolstations11%11%7%Mobilenetworks*Media&entertainmentproviders*Hotels7%6%4%5%7%8%4%4%Cinemas6%6%Banks&financialservicesBeautyparlours&salonsOther5%4%2%3%3%2%2%2%1%Energy&utilities**6Description:Accordingtoasurveycarriedoutin2022inGreatBritain,supermarketsarethemostpopularsectorforloyaltyschemes.Some56percentofrespondentsstatedthattheyweremembersofasupermarketloyaltyprogram.Despitetakingthetopspotin2022,supermarketloyaltyschememembershipisindecline;almosttwothirdsofrespondentsweremembersin2018.ReadmoreNote(s):UnitedKingdom(GreatBritain);January4to5,2022;2,151respondents;18yearsandolderSource(s):Mando-Connect;YouGovLoyaltyprogrammembershiprateamongGenerationZinGreatBritainfrom2018to2022,bygenderGenZloyaltyprogrammembershipinGreatBritain2018-2022,bygenderMenWomen70%60%50%40%30%20%10%0%66%61%57%54%49%41%2018202020227/statistics/1319019/gen-z-loyalty-program-membership-great-britain-2022FemaleconsumerswithintheGenerationZcohortaremorelikelytobemembersofaloyaltyprogramthantheirmalecounterpartsinGreatBritain.In2022,theshareofsurveyedGenerationZmenwhowerepartofaloyaltyschemeshrunkto41percent.ReadmoreNote(s):UnitedKingdom(GreatBritain);January4to5,2022;2,151respondents;18-24yearsSource(s):Mando-Connect;YouGovShareofconsumerswholeftabrandtheyhadpreviouslybeenloyaltoinordertosavemoneyintheUnitedKingdomasofAugust2022,byagegroupImpactofinflationonbrandloyaltyintheUK2022,byconsumerage80%72%70%70%60%50%40%30%20%10%0%64%59%40%16-2425-3435-4445-5455+8Description:Duringa2022survey,72percentofrespondingconsumersaged16to24fromtheUnitedKingdomstatedthatinflationand/orthecost-of-livingcrisismadethemleavebrandstheyhadpreviouslybeenloyaltoinordertosavemoney.Thesharedecreasedwiththerisingageofconsumers.ReadmoreNote(s):UnitedKingdom;August2022;2,000respondents;16yearsandolderSource(s):EmarsysCHAPTER

02MarketleadersIndustrieswithhighestlevelofcustomerloyaltyinretailintheUnitedKingdomasofAugust2022IndustrieswithhighestcustomerloyaltyinretailintheUK202260%55%51%50%40%30%20%10%0%29%22%18%17%16%Clothing&fashionFoodBeauty&skincareTechnologyAlcoholicdrinkFooddeliveryFurniture&homeware10Description:Duringa2022survey,55percentofrespondingconsumersfromtheUnitedKingdomstatedthattheyweremostloyaltoclothingandfashionretailers.Foodretailersrankedsecond,with51percent.

ReadmoreNote(s):UnitedKingdom;August2022;2,000respondentsSource(s):EmarsysMostpopularloyaltyprogramsinGreatBritainin2022MostattractiveloyaltyschemesinGreatBritain2022Shareofrespondentswhofoundtheschemeappealing0%10%20%30%40%50%60%70%TescoClubcardNectar65%44%BootsAdvantageCardAmazonPrime40%37%TheCo-OpMembershipM&SSparks23%21%LidlPlus18%18%CostaClubSuperdrugHealth&BeautyCardTescoClubcardPlus15%11%11Description:Accordingtoasurveycarriedoutin2022inGreatBritain,theTescoClubcardwasthemostappealingloyaltyschemeoption.Some65percentofrespondentsnamedtheTescoClubcardasanattractiveoption.TheNectarprogramcameinsecond,followedbytheBootsAdvantageCard.ReadmoreNote(s):UnitedKingdom(GreatBritain);January4to5,2022;2,151respondents;18yearsandolderSource(s):Mando-Connect;YouGovMostconsumer-friendlysupermarketloyaltyprogramsintheUnitedKingdomin2022(indexscore)Mostconsumer-friendlysupermarketloyaltyprogramsintheUK2022Scoreonthescale0to10040

5001020306070809010099110TescoClubcardSainsbury'sNectarCOOPMembershipAsdaRewards88845756LidlLidlPlusMarksandSpencerSparksIcelandBonusCardWaitroseMyWaitroseMorrisonsMyMorrisons5151404012Description:In2022,TescoClubcardwasthemostconsumer-friendlysupermarketloyaltyprogramintheUnitedKingdom,havingreceived99outof100points.Sainsbury's'schemeNectarrankedsecond,with88points.Thesourcerankedsupermarketsusingnumerousfactors,e.g.coupons,offers,discounts,joiningfees,orfreedelivery.ReadmoreNote(s):UnitedKingdomSource(s):Moneyboat;TheGrocerMostpopularcouponsandrebateswebsitesintheUnitedKingdominApril2023,basedonshareofvisitsLeadingcouponsandrebateswebsitesintheUK2023,basedonvisitshareShareofvisits20%0%5%10%15%25%30%35%40%45%50%44.48%5.29%vouchercodes.co.ukgroupon.co.uk3.78%3.11%2.72%13Description:InApril2023,wasbyfarthemostvisitedwebsiteofferingcoupons,promotionalcodes,andrebatesintheUnitedKingdom,accountingforabout44percentofdesktopvisits.Qandvouchercodes.co.ukfollowedwithjust5.29and3.78percentofdesktoptraffic,respectively.ReadmoreNote(s):UnitedKingdom;April2023;desktoponly;category:CouponsandrebatesSource(s):SimilarWebLeadingdiscountandofferappsintheUnitedKingdom(UK)in2022,bynumberofdownloads(inmillions)MostdownloadeddiscountappsintheUK2022Numberofdownloadsinmillions0.00.51.01.52.02.53.03.54.0TooGoodToGo:EndFoodWastePetsatHome3.611.39Boots1.231.141.11BlueLightCardCo-op:MembershipRewardsNectar:Shop&CollectPointsNectar-Collect&SpendpointsStudentBeans:CollegeDealsGroupon-LocalDealsNearMeCoca-Cola0.850.720.560.50.4614Description:TooGoodToGo:EndFoodWastewastheleadingmobilediscountandofferappintheUnitedKingdomin2022,accumulatingover3.6milliondownloadsthatyear.PetsatHomefollowed,withnearly1.4milliondownloads,followedbytheBootsappwitharound1.2milliondownloads.ReadmoreNote(s):UnitedKingdom;2022;includesdownloadsfromtheAppleAppStoreandGooglePlayStoreSource(s):AppMagicKeydataonILovemyTescoClubcardloyaltyprograminCentralEurope,theRepublicofIreland,andintheUnitedKingdom(UK)asofFebruary2023TescoClubcard-keydata2023ItemCentral

EuropeRepublic

ofIrelandUnited

KingdomClubcardsalespenetrationNumberofactiveClubcardhouseholdsNumberofClubcardappusers83%77%79%21m2m0.7m11.7m4mNumberofcustomersreceivingin-apppersonalizedcouponsNumberofcouponsissuestodate89m15Description:AsofFebruary2023,theTescoClubcardapphad14.4millionusers,outofwhich11.7millionresidedintheUnitedKingdom(UK),twomillioninCentralEurope,and700thousandintheRepublicofIreland.IntheUnitedKingdom,21millionhouseholdswereactivemembersoftheloyaltyprogram.ReadmoreNote(s):Ireland,UnitedKingdom,CEE;52weeksendingFebruary25,2023Source(s):TescoKeydataonSainbury'sloyaltyprogramNectarintheUnitedKingdom(UK)in2022Sainsbury'sNectar-keydata2022Item52

weeks

to

March

4,

202316

weeks

to

June

24,

2023Numberofmembers18m11mNumberofdigitalusersNumberofnewdigitalusersCustomersavingssinceSeptember2021Numberofproductswithoffers1m90mGBP3k61mGBP16Description:NectarisaloyaltyprogramrunbyasubsidiaryofJSainsburyplcandusedbynumerouscompaniesintheUnitedKingdom,includingsupermarketchainSainsbury's,BritishAirways,andEsso.AsofMarch2023,theprogramhad18millionmembers,outofwhich11millionwereitsdigitalusers.Accordingtothesources,itsuserscollectivelysaved90millionBritishpoundsasofJune2024.ReadmoreNote(s):UnitedKingdom;asofJune2023Source(s):JSainsburyKeyfiguresonAsdaRewardsintheUnitedKingdomin2022AsdaRewards-keyfigures2022ItemColumn13mNumberofactivemembers*Shareofsales**32%17Description:TheloyaltyprogramofAsda,calledRewards,hadthreemillionactivemembersasofDecember31,2022.Saleslinkedtotheprogramaccountedfor32percentoftotalAsdasalesintheUnitedKingdominDecember2022.

ReadmoreNote(s):UnitedKingdom;2022;*NumberofcustomersusingAsdaRewardsinthelast30days,rollingfour-weekaverage,asatDecember31,2022.**ProportionofsaleslinkedtoAsdaRewards,December2022.

ReadmoreSource(s):BellisFincoPlcNumberofactivemembersoftheCo-operativeGroupLtdloyaltyprogramintheUnitedKingdomfrom2019to2022(inmillions)NumberofmembersofCo-oployaltyprogramintheUK2019-20225.04.64.414.54.03.53.02.52.01.51.00.50.04.34.2201920202021202218Description:TheloyaltyprogramofTheCo-operativeGroupLtd,tradingunderbrandnameCo-op,had4.41millionactivemembersin2022.Ayearearlier,thenumberstoodat4.2million,whichsignifiesagrowthrateoffivepercentyearonyear.

ReadmoreNote(s):UnitedKingdom;2019to2022;memberswhotradedwithCo-opinthepast12monthsSource(s):Co-operativeGroupNumberofmembersofMarks&SpencerSparkscustomerrewardschemeinfinancialyears2021to2023(inmillions)NumberofmembersofMarks&SpencerSparks2021-2023655.44.6432103.220212022202319Description:AsofApril1,2023,MarksandSpencer'scustomerrewardsschemeSparkshad5.4millionactivemembers.Ayearearlier,thenumberstoodat4.6million,whichconstitutesagrowthof17.4percentyearonyear.

ReadmoreNote(s):UnitedKingdom;2021to2023Source(s):Marks&SpencerNumberofmembersoftheWaitroseloyaltyprogramMyWaitroseinfiscalyears2021and2022(inmillions)MyWaitrose-numberofmembers2021-2022109876598.7432102021202220Description:Infiscalyear2022(spanningfromFebruary2022toJanuary2023),Waitrose'sloyaltyprogramMyWaitrosehadninemillionmembers.Ayearearlier,thenumberstoodat8.7million,whichconstitutesangrowthofthreepercentyearonyear.

ReadmoreNote(s):UnitedKingdom;January2009toJanuary2023*Source(s):JohnLewisPartnership;CHAPTER

03MarketerperspectiveTechnologyareasplannedorbeinginnovatedbyUKretailersoverthenextthreeyearsasof2022TechnologyareasplannedorinnovatedbyUKretailers2022Currentlyinnovatinginthisarea70.5%Plantoinnovateinthisareawithinthenext12months80%70%60%50%40%30%20%10%0%53.7%52.3%51%51%48.3%34.2%39.6%38.9%39.6%38.9%32.9%31.5%22.1%28.9%27.5%24.2%21.5%18.1%17.4%12.1%11.4%AbilitytoChannelsthroughwhichtheSecurepaymentsFrauddetectionAvailable

Datasecurity

Dataanalytics

Transaction

RelativefraudpaymentmethodsLoyaltyprogramsRefundstrackorprocessingcostsandchargebackratescustomerpurchase

firmreceivedhistoryacross

paymentsallchannels22Description:Paymentmethods,frauddetection,anddataanalyticsweretheleadingareasretailersintheUnitedKingdomwerealreadyinnovatingasof2022.Accordingtothefindingsofasurvey,abouthalfofUKretailerswereplanningtoinnovateintheareaofsecurepaymentsoverthenextthreeyears.ReadmoreNote(s):UnitedKingdom;June1-21,2022;149respondentsSource(s):ACIWorldwide;PYMNTSFrequencyofmeasuringselectedmarketingmetricsbyfor-profitcompaniesintheUnitedKingdom(UK)asofFebruary2023FrequencyofmeasuringmarketingmetricsintheUK2023MetricsAlmost

never4.2%Ad

hoc/when

neededAnnually

or

semiSales,revenues8.5%16.9%35.2%Customerchurn,retentionrate,loyalty15.5%Customerlifetimevalue,customerprofitability22.5%Brandawareness16.9%32.9%23.9%20%Branddifferentiation,customerwillingnesstopaypricepremiumBrandequityvalue47.9%12.7%23.2%22.5%22.5%14.5%CustomerexperienceNetPromoterScore,willingnesstorecommendDigital/web/mobileperformanceContentengagement1.4%5.7%4.3%7%10%Campaigncosts,efficiency,e.g.,17.1%23Description:Duringanearly2023surveyamongmarketingleadersfromfor-profitcompaniesintheUnitedKingdom,almost60percentofrespondentssaidtheyalwaysandconsistentlymeasuredsalesandrevenues.Inthemeantime,roughly48percentofrespondingmarketingleaderssaidtheyalmostnevermeasuredtheirbrandequityvalue.ReadmoreNote(s):UnitedKingdom;January10toFebruary1,2023;143respondents;marketingleadersfromfor-profitcompaniesSource(s):TheCMOSurveyIn-storefeaturesimpactingcustomerloyaltyaccordingtoretailersintheUnitedKingdom(UK)andtheUnitedStatesin2022In-storefeaturesimpactingcustomerloyaltyaccordingtoUK&U.S.retailers202290%81%81%77%80%70%60%50%40%30%20%10%0%76%51%AccesstomobileappsAbilitytouseQRcodescanner

Digitalrewardsandcoupons

ChoiceofalternativepaymentAvailabilityofself-servicekiosksappstocheckpricesandinventorymethods24Description:A2022surveyconductedamongretailersintheUnitedKingdom(UK)andtheUnitedStatesrevealedthat81percentofretailexecutivesbelievedthatthemostimportantin-storefeaturesthatledtoincreasedconsumerloyaltywereaccesstomobileappsandtheirabilitytouseQRcodescannerappstocheckthepricesandinventoryinthestores.Afurther77percentofthepolledretailersfounddigitalrewardsandcouponstobeanotherimportantfactorcontributingtoconsumerloyalty.

ReadmoreNote(s):UnitedKingdom,UnitedStates;June1to21,2022;300*;*151retailersintheU.S.and149retailersintheU.K.withatleast50storelocationsrepresentingtheneworusedautomotivesales,pharmacyandconvenienceretail,groceryretail[...]

ReadmoreSource(s):ACIWorldwide;PYMNTSShareofgeneralretailersthatplantooutsourcevariouspaymenttechnologiesintheUnitedKingdom(UK)andtheUnitedStatesin2022ShareofgeneralretailersplanningtooutsourcepaymentinnovationsinUK&US2022Shareofretailers0%10%20%30%40%50%60%Availablepaymentmethods56.9%Channelsthroughwhichthefirmreceivespayments47.7%Datasecurity43.6%43.4%SecurepaymentsRelativefraudandchargebackrates40.6%39.1%TransactionorprocessingcostsTheabilitytotrackcustomerpurchasehistoryacrossallchannels35%LoyaltyprogramsFrauddetectionDataanalyticsRefunds27.8%24.7%24.2%18.6%25Description:Accordingtotheresultsofasurveyconductedin2022,about57percentofgeneralretailersintheUnitedKingdom(UK)andtheUnitedStatesstatedthattheywereplanningtooutsourcepaymentmethodstrategiestothirdpartyproviders.Incontrast,only18.6percentofthesurveyedgeneralretailerssaidthattheyintendedtooutsourcethetechnologieshandlingrefundprocesses.ReadmoreNote(s):UnitedKingdom,UnitedStates;June1to21,2022;300*;*Totalsurveysample(UK:149,U.S:151).Thesourcestatedthatthesamplesizeofthesurveyvariesdependingwhetherretailersarecurrentlyinnovatingorplanningtoinnovatein[...]

ReadmoreSource(s):ACIWorldwide;PYMNTSCurrentandfutureimplementationofselecteddigitalpaymentsine-commerceintheUnitedKingdom(UK)asofFebruary2022Paymenttypesacceptedbye-commercevendorsintheUKbetween2022and2024ShareofrespondentsCurrentlyaccepted(asofFebruary2022)0%

20%Plantoacceptwithintwoyears40%

60%Noplanstoacceptwithintwoyears80%

100%120%PayPalCreditcards83%84%13%11%4%5%Banktransfers74%14%12%15%ApplePay61%24%Buynow,paylater(BNPL)Giftcards45%40%33%27%28%24%36%37%44%Loyaltypoints,rewardsCryptocurrency30%18%38%26Description:Predictionsarethatsevenoutof10e-commercevendorsintheUnitedKingdomwillofferbuynow,paylaterontheirwebsitecome2024.Thisisaccordingtoasurveyheldinearly2022,askinge-commerceprofessionalsonwhichpaymentmethodtheyarealreadyofferingandwhichonestheyhopetoeitheraddornotaddinthefuture.NoticeablefortheUnitedKingdomisthesubstantialshareofrespondentswhoindicatedtheyoffercreditcardsin2022.Cryptocurrencyalsofeaturesinthis[...]

ReadmoreNote(s):UnitedKingdom;February2022;4,102respondents;18yearsandolder;third-partypanelistsworldwide;Commerceprofessionalsthatheldadirectororhigherleadershiprole;ProfessionalsfromB2B,B2C,andB2B2CcompaniesacrossNorthAmerica,LatinAmerica,AsiaPacific,Japan,andEuropeSource(s):SalesforceResearchObjectivesofartificialintelligence(AI)deploymentinmarketingaccordingtobrandmarketersintheUnitedKingdom(UK)asofMarch2023ObjectivesofAIdeploymentinmarketingintheUK2023Shareofrespondents0%5%10%15%20%25%ImproveinternalefficienciesBetterservecustomers&improveloyaltyDrivemorerevenue21%18%14%Improvecreativecontentdeployment13%13%AlignwithnewcustomerexpectationsSettingupinternalsystemstobereadyforfuturelargerinvestmentsIncreasebrandvisibility11%11%Other

0%27Description:Duringanearly2023surveycarriedoutamongbrandmarketersintheUnitedKingdom(UK),21percentofrespondentssaidthattheprimaryobjectiveoftheirmostrecentartificialintelligence(AI)deploymentwastoimproveinternalefficiencies.Betterservingcustomersandimprovingloyaltyrankedsecond,namedby18percentofrespondingmarketers.ReadmoreNote(s):UnitedKingdom;March17to30,2023;243respondents;amongbrandmarketerswhodeployedAISource(s):SitecoreBenefitsofcustomerdataplatforms(CDPs)accordingtomarketingandcustomerexperienceleadersintheUnitedKingdom(UK)asofNovember2022BenefitsofCDPsintheUK2022Respondents

who...Share...reportpositiveresultsofusingCDPs96%48%41%29%37%28%...saytheyhavealreadygainedmoredirectrelationshipswithcustomers...noteariseincustomerloyalty...increasedthenumberandvalueofcompletedtransactions...saidCDPsenabledbetterandfasterworkacrossmarketingandIT...arerealizingmoreefficientproductionofROI28Description:Duringasurveycarriedoutinlate2022,96percentofrespondingfull-timemarketingandcustomerexperienceleadersfromtheUnitedKingdom(UK)whosebusinessesusedcustomerdataplatformsreportedpositiveresults.Nearlyhalfofrespondentssaidtheyhadalreadygainedmoredirectrelationshipswithcustomersand41percentstatedtheynotedariseincustomerloyalty.ReadmoreNote(s):UnitedKingdom;November8to22,2022;407full-timemarketingandcustomerexperienceleadersSource(s):Adobe;AdvanisLeadingresultsseenbycompaniesafterinvestinginsustainablemarketingstrategiesinselectedEuropeancountriesasofJuly2022LeadingresultsseenbycompaniesinvestinginsustainablemarketinginEurope2022Shareofrespondents0%5%10%15%20%25%30%HadapositiveimpactonourbrandimageItmadeourcustomersloyal24.13%20.13%Itincreasedsales15.72%14.39%WereachedanewtargetgroupOuremployeeswereveryinterestedinoursustainabilitymarketingeffortsWelostconsumers9.82%5.41%5.07%3.58%1.75%WelostbenefitsItdidn'tchangeanythingHadanegativeimpactonourbrandimage29Description:AccordingtoasurveyconductedamongcompaniesintheUnitedKingdom,Belgium,Germany,Spain,andFranceinJuly2022,24.13percentofrespondentssaidinvestinginsustainablemarketinghadapositiveimpactontheirbrandimage.Thiswasfollowedby20.13percentofrespondentsreportingincreasedcustomerloyalty.ReadmoreNote(s):Belgium,France,Germany,Spain,UnitedKingdom;July18to22,2022;1,000companiesSource(s):SortlistCHAPTER

04ConsumerperspectiveActionsconsumerstooktosupportabrandtheywereloyaltointheUnitedKingdom(UK)asofDecember2022ActionsconsumerstaketosupportabrandtheyareloyaltointheUK2022Shareofrespondents0%5%10%15%20%25%30%35%40%45%43%50%46.1%Signupforthebrand'sloyaltyprogramSignupforthebrand'semailsBuydirectlyfromthebrand'swebsiteinsteadofAmazonRecommendthebrandtoothers39.4%39.2%Purchasemultipletimesfromabrand36%36%Trynewproductsthebrandreleases32.9%Waittopurchaseuntilmyfavoritebrand'sproductsarebackinstockinsteadof…Leaveapositivereview28.9%Paymoreforthebrand'sproductsdespitecheapercompetitorsSignupforthebrand'ssubscriptionserviceSignupforthebrand'stexts24.8%14.5%12.7%12.6%Jointhebrand'ssocialchannelsand/orcommunity31Description:DuringaDecember2022survey,itwasfoundthatmorethan46percentofrespondingconsumersfromtheUnitedKingdom(UK)signedupfortheloyaltyprogramofabrandtheywereloyalto.Thesecondmostpopularactionofsupportwassigningupforthatbrand'semails.ReadmoreNote(s):UnitedKingdom;December2022;1,266respondents;16yearsandolderSource(s):YotpoConsumerexpectationstowardsloyaltyprogramsintheUnitedKingdom(UK)asofNovember2022ConsumerexpectationstowardsloyaltyprogramsintheUK2022Shareofrespondents20%

30%0%10%40%50%60%70%70%80%DiscountsPointsExclusiveorearlyaccesstoproductsPersonalizedproductrecommendationsCommunicationfrombrandsonpreferredchannelsSweepstakesandcontests66%30%24%19%15%Senseofcommunity11%Recognitionfrombrand8%32Description:DuringaNovember2022surveycarriedoutinintheUnitedKingdom(UK),70percentofrespondingconsumersstatedthattheywouldliketoreceivediscountsfromaloyaltyprogram.Roughlyaquartersaidtheyexpectedpersonalizedproductrecommendations.ReadmoreNote(s):UnitedKingdom;November2022;18yearsandolderSource(s):Econsultancy;InsiderIntelligence;MarigoldMostappealingtypesofloyaltyprogramsaccordingtoconsumersinGreatBritainasofMarch2023MostappealingtypesofloyaltyprogramsinGreatBritian2023Shareofrespondents30%0%10%20%40%50%60%70%Points-basedMilestones/stamps-basedRewardsalwaysonSurpriseanddelightSubscription65%33%29%15%16%Tiers-based10%33Description:DuringaMarch2023surveycarriedoutinGreatBritain,65percentofrespondingconsumersstatedthattheyfoundpoints-basedloyaltyprogramsappealingorthattheywouldbeinterestedinjoiningoneinthefuture.Thesecondmostpopulartypeweremilestones/stamps-basedprograms,namedbyathirdofrespondents.ReadmoreNote(s):UnitedKingdom(GreatBritain);March2023;18yearsandolderSource(s):YouGovMostcommonbenefitsofloyaltyprogramsintheUnitedKingdom(UK)asofNovember2022BenefitsofloyaltyprogramsintheUK202280%72%70%70%60%50%40%30%20%10%0%33%28%16%9%1%IgetdiscountsIgetrewardsIgetfreethingsIreceivepremium

Ifeelmoreequalwithtreatment

thebrandIfeelpartofacommunityOther34Description:DuringaNovember2022surveycarriedoutamongUKconsumers,72percentstatedtheygotdiscountsfromusingloyaltyprograms.Rewardswerenamedby70percentofrespondents.

ReadmoreNote(s):UnitedKingdom;November2022;814respondents;18yearsandolderSource(s):SoftwareAdvicePreferredwaystoengagewithabrand'sloyaltyprogramaccordingtoconsumersintheUnitedKingdom(UK)asofDecember2021PreferredwaystoengagewithaloyaltyprogramintheUK202170%64%60%50%40%30%20%10%0%45.7%36.6%24.8%16.3%0.7%Onmobile,whileshoppingonlineOnmobile,whileshoppinginstoreViaemailOndesktopThroughanin-storesalesassociateOther35Description:DuringasurveycarriedoutintheUnitedKingdominDecember2021,itwasfoundthat64percentofrespondingconsumerspreferredtoengagewithabrand'sloyaltyprogramviamobile,whileshoppingonline.Thesecondmost