Although two-thirds of consumers (66 percent) say they participate in loyalty programs because of the discounts, redemption patterns say otherwise, according to a Maritz Poll commissioned by St. Louis, Missouri-based Maritz Loyalty Marketing. The survey found that when it’s time to select their awards , most members redeem points for gift certificates.
stated preferences and their actual behavior in loyalty and rewards programs do not always match,” says Gail Sneed, director, market development for Maritz Loyalty Marketing. “It’s critical for companies to avoid making assumptions about their target audience’s preferences and desires, and rather employ a strategic approach to truly understand customer behavior. Otherwise, programs could fail to accomplish their intended goals.”
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