New data: Uncommitted customers drive most of your revenue. Learn how to win them. Get the report
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There’s a gap between loyalty membership and loyal behavior, but there’s a big opportunity to win more visits and more dollars to your store. What’s inside:
Find out how to make more super-users out of your loyalty members.
There’s a gap between loyalty membership and loyal behavior, but there’s a big opportunity to win more visits and more dollars to your store. What’s inside:
Find out how to make more super-users out of your loyalty members.
Data from one top grocer shows that measuring success with sign-ups leaves money on the table.
70%+ of loyalty members visit less than twice a month, or not at all. And more than 50% of members churn within 12 months of sign-up.
Though super-users make up 22% of your loyalty membership, they generate 46% of your total transactions and revenue (not just from loyalty).
Nearly 80% of today’s retail customers are uncommitted, shopping across brands and formats in order to maximize their own value. Long-term growth depends on understanding and influencing them — profitably. This new report shows you how.
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For grocers, 31% of their customers in a given month will churn — even more so for new customers. Loyalty programming helps, but significant churn risks remain.
For restaurant retailers, 42% of their customers in a given month will churn — even more so for new customers.
For fuel retailers, 51% of their customers in a given month will churn — even more so for new customers. Loyalty programming helps, but significant churn risks remain.
Though super-users make up 22% of your loyalty membership, they generate 46% of your total transactions and revenue (not just from loyalty).
Retained customers spend at higher levels than new customers
Source: Upside transaction data from 7.7 million customers at 335 grocery stores, 2,254 fuel stations, and 1,498 restaurants from March 2022 to February 2025.
Customer retention is about building habits, visit by visit. Our research shows regular grocery customers are 46 percentage points more likely than new customers to stick around after a year — and that compounds over time.
Download our report, with insights into how to turn more loyalty members into super-users.
