Tipping Point of Loyalty

customer

How Covid has affected customer loyalty

It is fair to say that customers are now less loyal than before the pandemic.

Tipping Point of Loyalty

How many visits makes a loyal customer?

On average, a loyal customer makes three times more purchases with a retailer than a non-loyal customer.

retail

Lucky number 13...the loyalty tipping point?

Retailers need to get a customer to make 13 transactions per year or spend £251 before they become loyal.

Tipping Point of Loyalty

Why care about improving loyalty?

The revenue multiplier Even though a customer might spend a lot of money with a specific retailer, there is often still money, or share of wallet, left on the table. We looked at the customer-level yearly spend for each loyalty level and found there

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How loyal are your customers really?

Many retailers might think that their customers are loyal to them because they spend “a lot” of money each year. But what if these customers who spend “a lot” with

retail report

Macro industry review

Loyalty is not dead, but it is certainly changing its look. The days of retailers needing only to look at what goes on inside their own stores are numbered as the retail industry is transforming in the way it views loyalty.

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Foreword by Henry Lane Fox

“Online and e-commerce businesses have gained significant ground on traditional retailers over the past two decades. Covid-19 and the resulting lockdowns have accelerated this trend even more. The competitive advantages

pointofloyalty

'The Tipping Point of Loyalty' report is out!

I'm super proud to announce the release of our first white paper, 'The Tipping Point of Loyalty'. Great work from Sam Short, Chief Data Scientist at Upside, and nearly a