Loyalty Programmes
The primary purpose of loyalty programmes is to build customer loyalty, which can lead to increased profitability, by rewarding consumers for using company’s products or services.
Development and operation of these programmes involves unavoidable costs and can be expensive. Every year companies invest millions into developing and maintaining their reward programmes. For example, an average annual cost of running a loyalty programme in the hotel industry is around five percent of the gross profit. Costs of reward programmes usually include: investment in setting up the scheme, promotional activity, ongoing maintenance, monthly processing costs such as accounting for liability, rewards claimed and the cost of possible loss of business had the money been spent on other marketing initiatives (e.g. product development) instead.
Therefore, it is of strategic importance to organisations to know whether loyalty schemes are successful at building customer loyalty. Existing research shows contradictory results and, consequently, does not give a clear answer to whether reward programmes are effective at achieving their core goal of building loyalty.
Several researchers explain these equivocal findings by the fact that there are other variables, such as demographic characteristics of customers that can influence the effectiveness of reward programmes to build brand loyalty. However, despite this ambiguity, reward programmes are still widely adopted by companies in many sectors.
