How Loyal are Indian Consumers - India Consumer Loyalty Study 2015 by eMart Solutions

News provided by

eMart Solutions

12 Mar, 2015, 14:00 IST

MUMBAI, March 12, 2015 /PRNewswire/ --

eMart Solutions is a leading loyalty and consumer engagement company. They have a globally patented technology platform called FirstHiveTM, which captures customer data in real time across platforms (online and offline) and enables brands to hyper personalise their engagement with their consumers. They work with several Fortune 500 companies.

Below is a quick snapshot on the report: 

The findings from this report revealed that though customers have access to plenty of options, they also tend to be loyal to a brand if the brand goes above and beyond to provide a fantastic customer experience. The insights and recommendations highlighted in the report are intended to draw attention of the businesses on what is important to the customers, by analysing their engagement behaviour and perception about the loyalty programs.

Number of states covered: 21 (500+ cities and town covered)

Number of respondents: 6500+

On an average (SEC A - Delhi, Mumbai, Kolkata, Chennai, Bangalore and SEC B) are part of 4.3 loyalty programs across multiple category

Consumers love privileges: 

1. 41% customers revisit the brand only because of their love for loyalty program

2. 54% customers will switch brands if given more benefits by another brand

3. 62% customers said monetary benefits (cash back, discounts, rewards) are the most important aspect of a loyalty program

4. 32% respondents do not receive any communication in spite being part of a loyalty program

5. 52% customers actively participate in loyalty program

Customers love to hear from the brand: 

1. 59% wanted the brand to communicate via SMS

2. 35% wanted email communication

3. 21% were ok with brands calling them on the phone

4. 32% expected a mobile app to build engagement with the brand

Preferred channel of communication: 

1. Tier I customers: SMS, email, Mobile app, onsite (in that order)

2. Tier II customers: Phone, SMS, Mobile app

Data security is paramount: 

1. 61% respondents not comfortable with online browsing behaviour being tracked

2. 64% respondents not willing to share house hold information

3. 51% respond to personalized targeted marketing

Sector wise influence on customers: 

1. 84% influence in airlines sector

2. 67% influence in hotel industry

3. 27% influence in retail sector

About eMart Solutions: 

eMart Solutions is a leading loyalty and customer engagement company, which works with several Fortune 500 companies offering competencies across Consulting, Brand Marketing, Analytics, Redemption and Customer Care. Founded in 2009, eMart Solutions works across sectors and manages some of the largest loyalty and engagement programs in the country. eMart Solutions provides its clients with custom solutions for their Channel & Trade, Consumer and Employee engagement programmes. FirstHiveTM, eMart Solutions' proprietary on demand SaaS based multi-channel technology platform captures stakeholder interactions at all brand touch-points, and provides standardized and seamless experience. With a host of innovative solutions implemented, these programs not only help provide insights and management dashboards enabling critical functions, but also help drive incremental revenue for clients. FirstHiveTM delivers ROI to some of the world's largest brands on their loyalty programs.

To download the report please click on below link: 

http://www.emartsolutions.com/Customer-Loyalty-Study-2015.pdf 

For more information, visit: www.emartsolutions.com


Media Contact:
Archana Surve
E-mail: [email protected]
Tel: +91-9930453007
Account Director, Jefferies & Bain