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Customer Loyalty 10#
Customers are retained and loyalty assured by providing value beyond the actual product or service itself, i.e., through incentive-based programs. The goal is to increase loyalty by creating an emotional connection or simply rewarding it with special offers. Customers are voluntarily bound to the company, which protects future revenue.
Examples: Iconic Cases
How they do it: Lufthansa’s loyalty program ”Miles & More” allows customers to collect status tier and reward points for each flight or spend with the airline. This allows the company to tie frequent flyers to them by offering rewards which can be physical products or flights as well as access to exclusive lounges and priority treatment at the airport.
Learn more about Lufthansa →
How they do it: Marriott’s loyalty program ”Marriott Rewards” offers its members exclusive status benefits as well as the possibility to earn and spend rewards with every stay. In addition to that, there are different levels which loyal customers can reach by staying a certain amount of nights in one of the Marriott hotels. Depending on the level, members get additional benefits and preferred treatment.
Learn more about Marriott International →
How they do it: Hosts that attain outstanding customer reviews, are quick in responding to new booking enquiries and have a high amount of stays to their property will be rewared with a ”Superhost” badge. This allows them to highlight their accomodations to customers, get rewards and discounts from Airbnb as well as early access to new features.
Learn more about Airbnb →
How they do it: Payback provides a multi-brand loyalty and couponing program which allows customers to electronically collect rewards for qualified purchases with a large amount of partner shops both online and offline.
Learn more about Payback →
How they do it: Shell started a loyalty program for its customers called Fuel Rewards®. Members earn 5¢/gallon for every $25 spent inside participating Shell stations.
Learn more about Shell →
Below, the top industries for the pattern "Customer Loyalty" are displayed, in order to get insights into how this pattern is applied across different industries. We've collected data from 13 firms using this pattern.
Top Industries
Retail
24% of firms using pattern
24% of firms using pattern
Consumer Goods
19% of firms using pattern
19% of firms using pattern
Information Technology
6% of firms using pattern
6% of firms using pattern
All Industries
Below, the pattern "Customer Loyalty" is analyzed based on co-occurrence, in order to get insights into how this business model pattern is applied in combination with other patterns within the firms we studied.
Top Co-Occurrences
Leverage Customer Data
4 pattern co-occurrences
4 pattern co-occurrences
Affiliation
3 pattern co-occurrences
3 pattern co-occurrences
Two-sided Market
3 pattern co-occurrences
3 pattern co-occurrences