Consumers Want Financial And Experiential Rewards From Loyalty Programs

According to Forrester’s Retail Topic Insights 2 Survey, 2024, financial rewards are the most important elements of loyalty programs to US consumers. Seventy-six percent of US online adults say instant discounts and 74% say loyalty currencies like points, miles, and stars are important in a loyalty program. But consumers also value experiential rewards. Over half of US online adults believe enhanced customer service, offers tailored to their preferences, and the ability to earn and use points across different brands and to earn special status are also important. Balance discounts and points with experiential rewards that differentiate your loyalty program and elicit positive emotions that drive loyalty.