Consumer relations coupons represent a great tool for managing and maintaining loyalty among consumers who have had a less-than-optimal experience with the brand. 1. While this contributed an additional 47% in paperless coupon redemption, that category still made up less than 12 share points of all coupons redeemed last year (, 52% of the adult population will use digital coupons in 2017 (, Digital coupon usage will grow just 3.8% in 2017 (, 22% of millennials said offers and promotions on social media compel them to visit a website, compared to 29% of Gen X and 38% of baby boomers (, 47% of global consumers indicated it would be awesome to receive real-time offers based on what they’ve been browsing online (, 75% of consumers believe that personalized offers from retailers are different than relevant offers (, 61% of online shoppers chose receiving surprise perks and discounts as their preferred personalized experience (, 76% of customers felt that receiving personalized discount offers based on their purchase history was important (, 50% of consumers said they would be attracted to personalized offers based on loyalty data, purchase data, or real-time browsing data (, 53% of retailers extend specialized offers to encourage customers to identify themselves with personal information, 34% entice others with product incentives, 32% with maintenance of purchase history for ease of returns/exchanges, 32% with more personalized service and 29% with credit towards future purchases (, 56% of merchants will offer personalized promotions to enhance the customer experience, 50% will offer personalized rewards, 25% will offer preferred/first access to new products and 19% offer a personal shopper (, One-third of click-and-collect and digital coupon users said they buy more, while 39% of subscription service users said the same (, 65% of consumers would spend more than originally planned to secure a discount (, 57% of shoppers say online promotions are important (, Experiences that are most likely to motivate in-store buyers worldwide to return to the store are: buying the item on promotion as advertised (48%) and receiving promotions relevant to me, based on my shopping behavior and history (26%) (, 81% of online consumers want promotions targeted to their product preferences (, 86% of Millennials and 76% of Gen Z cited promotions/discounts as influential on purchases (, 74% of Millennials and 60% of Gen Z cited coupons as influential on purchases (, 90% of adult consumers said they are influenced by promotions in terms of the amount they spend and the items they purchase (, 77% of shoppers say discounts can influence where they shop, and 48% say they can speed up the decision-making process (, Two-thirds of shoppers will either not shop without a discount or will look for discounts before they begin shopping (, 55% of shoppers have abandoned shopping carts because the cost was too high and 32% say they have abandoned a shopping cart online because they found a discount with a different retailer (, 71% of shoppers want one savings destination for all of their discounts or offers (, 75% of consumers actively earn and redeem rewards in just three or fewer programs (, 28% of millennials consider convenience when deciding whether to join a loyalty program and 78% look for discounts (, 86% of shoppers said they’ve joined a loyalty program to collect points for rewards (, When it comes to loyalty programs, 82% of consumers prefer discounts and offers, 77% free products and 66% free services (, 65% of consumers said a great offer is more important to them than customer service and 48% would avoid brands that don’t offer discounts (, 73% of customers say the best promotions are the ones that have discounted fuel with in-store purchases (, About 50% of all millennials say limited time offers are very enticing and something that they are on the lookout for (, 30.6% of female internet users often use discounts and coupons for day-to-day shopping, compared to 16.8% of males (, 94% of American women say they rarely buy clothing without some discount attached (, 92% of consumers’ shopping purchases will be influenced by offers and promotions this Christmas (, Free shipping (58%) tops customers’ Christmas offers wish list, followed by money off purchases (48%) and “buy one, get one free” offers from retailers (37%) (, 72% of holiday shoppers plan to take advantage of free shipping offers this season (, 53% of Americans, including 62% of Millennials, say saving money will be on their list of New Year’s resolutions (, 74% of consumers choose a store based on a strong loyalty or discount program (, Nearly 70% of all consumer packaged goods coupon focusing on items like over-the-counter health products and household products (, Consumers are most interested in exchanging their data for automatic credits for coupons and loyalty points (64%) and access to exclusive deals (60%), followed by the ability to gain points and rewards (56%) and special offers for items that interest them (53%) (, 43% of consumers agreed that they would exchange personal data with companies to save money through personalized promotions, discounts or deals (, 69% of hotel guests think personalized offers based on their stated preferences are appealing (, 65% of hotel guests think personalized offers based on purchase history are appealing (, 55% of hotel guests would exchange personal details in exchange for a personalized offer or promotion (, 61% of consumers who don’t mind handing out personal data expect discounts and other special offers in return (, 52% of Americans said they would let a retailer know their purchase history in exchange for coupons or other promotional discounts (, 60% of men willing to share their data say they want discounts and special offers and 66% of women want discounts (, 84% of companies plan to offer promotions in 2017 (, 75% of companies are slicing margins to offer discounts (, 64% of companies already offer or will offer exclusive promotions to specific customer groups like students, teachers and military members (, 63% of companies offer their promotions year-round: 68% online and 39% in-store (, 96% of dads and 98% of moms are apt to use coupons vs 90% of adults in general (, 85% of dads will only buy a product if there is a coupon, compared with 71% of adults in general (, 43% of dads increased their purchase when they had coupons, vs 23% of all adults (, 54% of dads say they’ve increased their shopping at retailers other than their go-to store due to better deals (, Free standing inserts (FSI) made up nearly 94% of coupon distribution volume and was the category with the highest redemption volume (, Coupons that appear alone on a page show a 17% higher redemption rate than those sharing an FSI page (, 62% of consumers who have a separate email account for promotions check it frequently (, Most consumers check their email for brand promotions at home, either in the morning (32%) or evening (31%) (, 96% of students would be more likely to make a repeat purchase from a brand that offers student discounts (, 78.4% of students “always” or “usually” check for discounts before making their online purchases (, 80% of consumers feel encouraged to make a first-time purchase with a brand that is new to them if they found an offer or discount (, 94% of consumers said they search for special offers when shopping online and 48% said they search for deals before they start shopping and often decide what to buy based on the offers they find (, 67% of consumers have made a purchase they weren’t originally planning on because they found a coupon or discount (, 79% of brand loyal consumers are influenced to buy a brand they typically wouldn’t purchase due to coupon influence (, 75% of consumers print coupons from the internet before going to a store, 85% of Hispanic consumers (, 83% of consumers find coupons in print sources before going to a store, 88% of Hispanic consumers (, 68% of consumers download paperless coupons onto a store ID/loyalty card before going to a store, 81% of Hispanic consumers (, 60% of shoppers are influenced by coupons for grocery purchases (, Consumers ranked the following personalized experiences as the most motivating to do business with a travel and leisure brand: providing offers or coupons based on consumer’s physical location (35%); home page automatically shows best fares/hotel deals in frequently-travelled cities (32%); providing offers or coupons based on past trips or preferences consumer set (28%) (, Consumers ranked the following personalized experiences as the most motivating to do business with a grocery/drug store: providing offers or coupons based on consumer’s physical location (29%); providing offers or coupons based on past purchases or preferences consumer set (29%) (, 76% of retailers plan to increase the amount of promotions they are offering in 2018 (, 86% of retailers will partner with websites and apps that focus on deals, cash back and loyalty programs in 2018 (, 51% of U.S. retailers plan to provide offers/discounts exclusively for mobile app users in 2018 to positively affect sales growth (, 93% of consumers agreed they’d choose to shop with an online retailer again if offered good discounts (, 53% of consumers always look for sales or promos before buying online, nearly 70% said they couldn’t complete a purchase without first searching for a deal and 88% will try a new retailer or brand because they’ve found an offer (, 87% of consumers said they look for deals when they’re shopping for holiday gifts, and 71% said price is the biggest determining factor in the gifts they purchase (, 51% of consumers said their top factor for why they purchase at a certain retailer is whether the retailer offers the best sales and offers throughout the holiday season (, For 95% of retailers, deals and discounts do more to drive sales during the holidays vs. other times of the year (, 58% of retailers say that deals and discounts are more effective than traditional marketing messages in reaching holiday shoppers, with half reporting that savings websites and apps are the most effective way to increase revenue during the holiday season (, 81% of retailers will offer more deals this holiday season than they did last year and 71% plan deeper discounts (, 76% of U.S. adults said they’d try a quick service restaurant they’ve never been to if it offered a discount on their current order (, 69% of U.S. adults said they’d be likely to try a quick service restaurant if they’d get a discount on a future order (, 64% of U.S. adults said they’d visit a restaurant new to them if they received a “refer a friend” discount (, More than one in three restaurant goers check out potential deals before choosing where to eat (, 59% of customers choose a restaurant because of a competitive price/promotion (, 31% of restaurant goers seek discount options when dining solo (, 61% of diners are willing to go between seven to ten miles for a deal (, 80% of diners are likely to try a new restaurant if there is a deal (, 68% of Americans say exclusive offers are more important than traditional coupons that are available to everyone (, 94% of Americans would take advantage of an exclusive offer provided by a brand that the brand would not typically offer the general public (, 47% of consumers say receiving an exclusive offer would make them feel excited, rewarded (54%), special (36%), honored (34%), recognized (33%), proud (27%), chosen (24%), smart (21%), deserving (18%), justified (11%) and superior (10%) (, More women than men would feel excited (51% vs. 42%) or special (40% vs. 31%) if they were to receive an exclusive offer (, 58% of consumers who would use an exclusive offer say it would increase their likelihood to purchase while 48% say the offer would speed up a purchasing decision and 40% said it would increase how much they originally planned to spend (, How consumers would use an exclusive offer provided to them by a brand: make a purchase sooner than normal (48%), more likely to seek out something to buy in order to use the offer (41%), treat themselves to something they want but don’t need (38%), more likely to purchase more items than normal (37%), save the offer to make a purchase for a special date (30%), purchase a more expensive product than intended (28%) and spend more than normal (25%) (, 82% of Americans say being provided an exclusive offer would increase how often they shopped with a brand (, 91% of Americans would share an exclusive offer with their friends and family (, Offers consumers are most interested in using are: one-time 25% off your purchase (33%), 10% off every purchase (23%), free shipping (20%), free gift ($5 value) for coming into their store (10%), early access to sales (5%), upgraded loyalty status (4%) and personal shopper ($%) (, More Boomers (44%) and Gen Xers (34%) than millennials (18%) say their top choice for an exclusive offer would be 25% off a one-time purchase (, More Millennials than Gen Xers (24% vs. 17%) would choose free shipping as their top choice for an exclusive offer (, 40% of consumers would prefer to opt-in to a promotion or exclusive offer than have brands use information they willingly provide on social media (13%) or their activity on a brand’s website (17%) to determine whether they should receive the offer (, More women than men (44% vs. 35%) would most prefer to be identified for an exclusive offer by opting-in through an online form on a brand’s website (, 92% of Americans would be concerned with some part of the process around being verified for an exclusive offer (, 83% of Americans have concerns with the types of data that would be collected for eligibility to an offer (, Concerns Americans have about being verified for an exclusive offer: Sharing personal information (62%), the people who might gain access to personal information (59%), brands using/sharing personal information without consent (56%), security measures taken by those verifying personal information to make sure it remains safe (51%), someone else falsely using personal information for the exclusive offer (41%) (, How willing Americans would be to share the following pieces of personal information to secure an exclusive offer: email address (37%), full name (36%), date of birth (27%), physical address (24%), phone number (20%), credit card info (8%) and social security number (7%) (, Fewer boomers than millennials are extremely willing to share their social security information (1% vs. 14%), credit card information (3% vs. 14%), or mobile phone number (12% vs. 27%) to be verified for an exclusive offer (, 63% of Americans say knowing a brand wouldn’t share the personal information needed to redeem an exclusive offer is extremely important to them (, 57% of Americans would rather be verified for an exclusive offer by an independent third-party than a brand’s customer service representative (, Tactics consumers use to wrongfully redeem an exclusive offer: used a code/link to an exclusive offer that a friend forwarded (49%), used someone else’s information that would apply (25%), used someone else’s date of birth (23%), used someone else’s name (21%), said they belonged to an organization they didn’t (20%), gave a false college/university name (18%) and said they were employed somewhere they were not (17%) (, 35% of consumers who have redeemed an exclusive offer admit they’ve done so when they knew they really didn’t qualify (, Millennials are twice as likely as Gen X (48% vs. 23%) to have wrongfully redeemed an exclusive offer not meant for them, and nearly seven times as likely as boomers (7%) (, 19% of Americans say knowing a brand allowed customers to wrongfully use exclusive offers would negatively impact how they interacted with the brand (, More men than women (30% vs. 13%) who say wrongful redemption would negatively impact their interactions with a brand would make disparaging online posts about the brand (, If consumers learned a brand was allowing customers to redeem exclusive offers who didn’t qualify they would lose trust in the brand (80%), shop with the brand less often (53%), recommend friends or family not use that brand (33%), make organizations/groups associated with the exclusive offer aware of what is happening (29%), reach out to their customer service team to try and stop it (26%), leave negative online reviews about the brand (18%), and make negative posts on social media about the brand (10%) (, 51% of Americans who should be eligible for an exclusive offer would prefer receiving one over a loyalty program accessible to anyone (, More consumers who should be able to redeem an exclusive offer than those who shouldn’t (89% vs. 80%) say an exclusive offer would make them likely to shop with a brand (, Consumers who are eligible for exclusive offers are just as likely to shop with a brand because of the offer as they would be for a brand’s great customer service (89% vs. 92%) (, More exclusive offer-eligible Americans than those who aren’t eligible (87% vs. 77%) say they’d shop with a brand more often if they were to be given the exclusive deal (, More consumers who are eligible for an exclusive offer than non-eligible (36% vs. 29%) say they’d feel recognized if they received the exclusive offer (, 83% of offer-eligible Americans who say wrongful redemption would have a negative impact would lose trust in a brand, while many would shop elsewhere (53%) or persuade their friends and family to do so (37%) (, The Global Mobile Coupons Industry is estimated to grow at a CAGR more than 56.5% by 2025 (, More than six in ten U.S. smartphone users said they subscribe to mobile messages for deals and 55% said they do so for loyalty reward points (, Promotions are the #1 driver for consumers to use their mobile wallet (, 61% of consumers subscribe to mobile messaging because of incentives or coupons, combined with 55% who subscribe because of loyalty rewards points (, 33% of U.S. smartphone owners unsubscribe to mobile messages because the deals and promotions they were getting weren’t good enough and 44% said they information wasn’t relevant to them (, 64% of consumers download a bank brand app for promotions and exclusive deals or products (, 38% of companies said they currently give customers personalized offers or promotions via their mobile app and 48% engage with customers via email during the pre-purchase phase (, 32% of consumers prefer to receive their coupons through via smart phone (, 36% of coupon users have increased their use of paperless coupons in 2017 (, Discounts received via smartphone or other mobile devices influence where 67% of consumers decide to shop (, 56% of consumers use smartphones to research before making a purchase (, 41% of consumers use their smartphones to check for deals while shopping (, Coupon app use has increased 42% from 2016, and in-store shopping rewards app use has increased 34% (, More than 75% of consumers and 93% of millennials use mobile while in a store to look for coupons and discounts (, More than 50% of millennials said they have used their mobile device to compare deals online and in-store (, 57% of consumers said they have visited a business after receiving an offer on their mobile device when they were near that location (, 42% of multichannel consumers, 55% of affluent shoppers, and 52% of millennials use more mobile coupons and apps (, 50% of U.S. consumers surveyed would like to receive immediately redeemable discounts pushed to their phones while in-store (, 67% of U.S. consumers surveyed, ages 18-24, would like to receive immediately redeemable discounts pushed to their phones while in-store (, 51% of shoppers make a purchase based on a mobile notification in store (, 81% of consumers will utilize their mobile devices while in-store shopping for merchandise and 39% among those will download digital coupons (, While at the store, 69% of brand loyal shoppers will switch brands based on a discount notification they receive on their mobile device (, 53% of consumers scan their receipts with a mobile app to receive cash back and/or points (, 40% of consumers use their mobile phones in stores to access or download digital coupons (, 48% of women vs. 35% of men use their smartphones to download digital coupons in a store (, 33% of Millennials, 25% of Generation Xers and 17% of Baby Boomers used mobile coupons in 2016 (, 90% of mobile device users have at least one subscription to access coupons, promotions and special discounts (, 34% of shoppers use mobile coupons/promotional codes (, Of U.S. adults that have a mobile app that offers quick service restaurant deals, 31% say they take advantage of offers 10 times or more per year (, 25% of U.S. adults use a quick service restaurant app to get today’s deal (, 1.6 billion coupons will be delivered annually to consumers via beacon technology by 2020 (, 11 million coupons were delivered to consumers via beacon technology in 2015 (, Mobile coupon redemption rate is predicted to reach 10% by the end of 2020 (, 50% of restaurant mobile app users use the apps to find discounts or promotions, and 41% use them for loyalty programs (, 50% of internet users use restaurant mobile apps to find discounts or special promotions (, 41% of internet users use restaurant mobile apps to find or participate in restaurant loyalty/rewards programs (, There will be 1.5 billion mobile coupon users by 2019 (, There were 560 million mobile coupon users in 2014 (, 84% of millennials and 80% of consumers with household incomes of $60k+ are more likely to use mobile payments if loyalty rewards and discounts are automatically applied (, 64% of consumers are more likely to use a coupon after receiving expiration reminders via mobile wallet, 55% of customers find mobile apps more useful than the store for finding promotions (, 32% of mobile-pay users recalled receiving a mobile-pay incentive, up from 19% last year (, 86% of mobile-pay users who received an offer claimed that offer at point-of-sale or in-app (, Mobile pay users who received an offer redeemed them in store 4.6 times, compared to 3.1 times for those who did not receive an offer (average over 1 week period) (, 46% of mobile-pay offers are merchant-funded rewards. 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