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Loyalty Matters

Apr 19, 2024

There’s nothing better in hospo than the customers you get to know because they return repeatedly. The question is, how do you acknowledge that special relationship?

I head to Poked, Roll’d, and Shujinko at least once a week. They know me, and I know them - I like them too! Better still, they know how to thank me for sticking with them. Frequently, I buy their brandollars, and each time, I pay with Liven and collect rewards.

I’m not that special in expecting something more for my loyalty. Here are a few stats that might shake you up if you aren’t quite a believer in the importance of a loyalty program.

  • Loyal customers spend 22.4% more and stay 28% longer.
  • 65% of a company's revenue comes from the repeat business of existing customers.
  • 77% of consumers say they've remained loyal to a specific brand for ten years or more.
  • 84% of consumers say they're more likely to stick with a brand that offers a loyalty program.
  • 66% of consumers say the ability to earn rewards changes their spending behaviour.
  • Since 2015, there has been a 95% increase in consumers who are members of one or more loyalty programs.
  • In the last 12 months, consumers’ stated usage of loyalty programs has increased by 18%.
  • 84% of consumers are more likely to stick with a brand that offers a loyalty program.
  • Over 50% of loyal customers actively recommend the program to others.
  • The top-performing loyalty programs boost revenue from customers who use them by 15-25% annually.

OK, so still not enough for you - chat to us on, and we’ll take you through the best operators' strategies to boost loyalty, drive recurring traffic, and increase the value of every order.