LACK OF
LOYALTY
Despite this positive outlook, the nature of our industry and
the way customer spending habits have changed means
that securing long-term loyalty remains one of the biggest
threats to business in 2016. Two-thirds of you are having to
work harder to get customers through the door.
More than half of professionals (54%) find loyalty difficult
to embed in their business, with professionals in Northern
Ireland (76%) and the North East (60%) - the regions where
optimism is also lowest – citing the lowest rate of loyalty.
London and the South East have the most loyal customers.
In a generation of deal-driven, money saving shoppers the
biggest impact on loyalty is consumers shopping around
for the cheapest deals – with 78% of you finding this one of
the biggest challenges.
Over half of professionals are still losing customers to
online voucher and discount sites – 56% claim this poses
a threat to their business. However, only 7% admit to
using these services – perhaps a missed opportunity
for professionals.
THE % OF PROFESSIONALS WHO FIND
LOYALTY HARD TO EMBED IN THEIR
BUSINESS BY REGION
EAST
2015 56%
2016 55%
of professionals have had
to work harder to bring
in customers
2015 57%
2016 52%
â
LONDON
2015 57%
2015 64%
2016 60%
â
â
NORTH WEST
56%
2016 58%
feel online voucher and
deal sites pose a threat
to retaining customers
2015 61%
â
NORTHERN IRELAND
2016 76%
2015 58%
2016 58%
ßà
SOUTH WEST
2015 56%
2016 55%
â
SOUTH EAST
NORTH EAST
2015 59%
06
â
EAST MIDLANDS
2016 45%
60%
SCOTLAND
á
2015 52%
2016 44%
â
WALES
2015 68%
2016 59%
â
WEST MIDLANDS
2015 62%
2016 57%
â
YORKSHIRE & HUMBER
2015 51%
2016 58%
á