このレポートでは、ロイヤルティ業界のプレイヤーに、主要なロイヤルティバーティカルズやクレジットカードのリワードを含むロイヤルティプログラム市場の現状に関する包括的な独自評価を提供するとともに、急速に進化するこの市場の将来的な見通しを示しています。

 

Report Description

Juniper Research’s new Digital Loyalty Programmes report offers players in the loyalty space a comprehensive independent assessment of the current state of the loyalty programme market, including key loyalty verticals and credit card rewards, as well as outlining our future outlook for this rapidly evolving market.  

 

The research provides detailed analysis of the fundamental drivers of loyalty within different industry verticals, how the digitisation of loyalty programmes is improving, how they are created and run, and how this is evolving the user experience for retailers in diverse markets. The report also examines key examples of digital loyalty programmes within different industry verticals to establish best practice for programme deployment and evolution.

 

The research covers:

 

The research suite includes:

KEY FEATURES

Market Analysis: Provides a detailed evaluation of the digital loyalty ecosystem; analysing the current market status across key global regions and industry verticals:

Interviews: With leading digital loyalty platform and solution providers across the value chain. Interviewed:

Benchmark Industry Forecasts: Mobile and eCoupon redemption volumes and values, as well as credit card reward/incentive transaction volumes and values plus forecasts for digital loyalty programme membership.

Juniper Research Leaderboard: Analyses 15 key digital loyalty platform and solution providers to evaluate their respective positioning.

Retailer Readiness Index - Index positioning for the top 25 retailers globally by revenue. This is a crucial resource for established and new loyalty programme providers alike.

 

1. What are the key drivers of loyalty programme digitisation?
2. How can stakeholders drive participation in loyalty programmes?
3. What are the growth prospects for loyalty programme membership over the next 5 years?
4. What are the revenue opportunities in the mobile coupons market?
5. Which markets are leading value growth in credit card rewards/incentives?

COMPANIES REFERENCED

Interviewed: CodeBroker, Eagle Eye, Valassis.

 

Profiled: Aimia, Annex Cloud, AppCard, Bink, BrandLoyalty, Brandmovers, CodeBroker, Comarch, Eagle Eye, Kobie, m?wise, Quotient, smile.io, Valassis, Yotpo.

 

Case Studied: Fidel, Fortress.

 

Included in Juniper Research Retailer Positioning Index: Aeon, Ahold Delhaize, Aldi, Alibaba, Amazon, Auchan, Carrefour, Costco, Groupe Casino, H&M, The Home Depot, IKEA, Inditex, Intermarche, JD.com, Lowe's, McDonald's, Metro AG, Rewe Group, Schwarz Group, Seven & I, SPAR International, Tesco, Walgreens Boots Alliance, Walmart.

 

Mentioned: 7-Eleven, AA, ACCC (Australian Competition and Consumer Commission), Accor, Adavium Medical, Aditi, Adobe, Advance Auto Parts, Ahalogy, Air Canada, Air Portugal, AkzoNobel, Albert Heijn, Aldi, AliExpress, Alitalia, Alleigance, Alliance Data Systems, American Airlines, American Express, ANA, ANA (Association of National Advertisers), Ancestry, Antavo, AOL, Apple, Argos, Armstrong McCall, Asda, ASG, AT&T, Auckland Airport, avios, AwardWallet, Away Travel, Bain & Company, Banco do Brasil, Banco Itau, Bank of America, Bank of Baroda, Bank of India, Bank of New Zealand, Barclaycard, Barclays Bank, Bed, Bath & Beyond, BGL BNP Paribas, BigCommerce, BigHairyDog, Bilendi, BILLA, BIPA, bitFlyer, BJ’s, Bond Brand Loyalty, Bonmarche Holdings, Booking.com, BP, Bradesco, British Airways, Brixy, Calvin Klein, Canadian Retail Solutions, Canara Bank, Capital One, Cardlytics, Casino, Certco, Chase Bank, Cheap Monday, China Mobile, China UnionPay, Cisco, Citibank, Clang, Clearly, Coca-Cola, Coles, Comex, Complete Data Systems, ConAgra, ConnectUpz, Consumer Intelligence Research Partners, COS, Costa Coffee, Crisp Mobile, Debenhams, Deloitte, Demand Film, Digicash Payments, Diners Club International, Discover Financial Services, Dollar General, Dotdigital, Dotz, Douka Be, Duane Reade, Dunkin’, Ebates.com, eBay, ejje, Elevaate, Embassy Suites, EMM (Eredivisie Media & Marketing), Emma, EMVCo, ensighten, Enterprise Rent-A-Car, Epsilon, Esurance, ETSI, European Central Bank, Eurostar, Everybody’s Bitcoin, EVO Payments, Evy’s Tree, ExxonMobil, Facebook, Feeding America, fidme, FIFA, Food Lion, Foodstuffs, franprix, Fresh & Easy, Geant Casino, Gemalto, GET1FREE, Goldman Sachs, Google, Gooseberries, GoPlae, Greggs, Groupon, Grupo Aeromexico, Halliburton, Hallmark, Hampton, Hannaford, Harland Clarke Holdings, Hawaiin Airlines, HDFC Bank, Heathrow Airport, Heineken, Hello Kitty, Hilton Hotels & Resorts, HSBC, HTC, HubSpot, Hudson’s Bay, Hunkemoller, IAG New Zealand, IBM, ICBC, IceMobile, ICICI Bank, Infor, Infosys, Inkbox, Inspire Loyalty, Instagram, International Testing Services, intu, ITRetail, JADS (Jheronimus Academy of Data Science), JCB, JD Sports, JD.com, JetBlue, Jimmy Joy, Just Eat, JustGiving.com, Karns, Kaufland Handelshof, Kaufmarkt, KFC, Kipling, Klarna, Klaviyo, Kognitiv Corporation, Kroger, L’Oreal, La Place, LATAM Airlines, Lenovo, Lidl, Lightspeed, Listrak, Livelo Brasil, LMG (Loyalty Management Group), Loblaws, Loyalize, Loyalty New Zealand, Loyalty One, Loyalty Partner, LoyaltyLionm LSBU (London South Bank University), MacAndrews & Forbes, MacKenzie-Childs, Macy’s, Magento, Mallett Group, Mandarin Oriental, Marine Depot, Marriott Hotels, Mastercard, MDI, MEF, Melissa & Doug, MERKUR, MGM Resorts International, Microsoft, Mnogo.ru, Monetate, Monki, Monoprix, MVMT Watches, MyGravity, Myntra, Myspace, Nahkauf, NAM (News America Marketing), NBC Universal, Nectar, Neogov, Nestle, Netpoints, Netto, New Balance, Next Web, NFL, Nielsen, Nike, NPCI (National Payments Corporation of India), Okendo, Olympus, OneStep, Onmyoji, Optimizely, Oracle, Oracle Hospitality, Other Stories, Oysho, P&G, Pao de Acucar, Payback, PayPass, Paytm, PENNY, People’s Bank of China, PetSmart, Pinterest, Pixi, Pizza Express, Plexure, Polaroid, Popbar, Primera, ProLogic Retail Services, Publix, Pull&Bear, Punjab National Bank, QlikView, QuickPivot, Rakuten, RCBC Bank, ReadyTouch, Realtor.com, ReCharge, Redpoint Global, RetailMeNot, RetailPro, Rise.ai, ROFDA, Run Gum, Runway Fashion Exchange, RuPay, S&H (Sperry & Hutchinson), Saga, Sainsbury’s, Salesforce, Samsung, Santander, SAP, Secor, Security Service Power, SessionM, Shell, Shoelace, Shop’n Save, Shopify, ShopKeep, Shopmium, Shopnz.com, Shopper's Stop, ShopRite, Shur Save, Signal, Singapore Airlines, SleekShop, Smart Button, Smile.io, SMS Bump, Southwest Airlines, SpringboardRetail, Stamped, Standard Charter Bank, Starbucks, StarHub, State Bank of India, SteelSeries, Stocard, Strava, Subway, Sun Capital Partners, Suning.com, Super Indo, Swell, TAM SA, Taobao, Taopiaopiao, Target, TCC Global, Tealium, Telstra, Telus, Texas International Airlines, The Soup Peddler, Tmall, TMForum, T-Mobile, Tommy Hilfiger, Topps, Topsport Community, Tpoint Japan, Tradedoubler, Tranxactor, TripIt Pro, Turkcell, Twid, Twitter, Uber, Ubimo, UEFA, Unata, Unilever, Union Bank of India, United Airlines, UNTUCKit, US Bank National Association, Uterque, ValueClick, Vericast, VietinBank, Visa, Vivobarefoot, Vodafone, Volusion, Voucher Codes, Waitrose, Waldorf Astoria, Webtrends, WeChat, Weekday, Whole Foods Market, Wirecard, Wix, WooCommerce, World Economic Forum, Xiami, Yandex, Youku, Yoyo, Z Energy, Zara, Zendesk, Zinrelo, Zunny.

 

• Canada
• China
• Denmark
• Germany
• Japan
• Norway
• Portugal
• Spain
• Sweden
• UK
• US

• SMS
• Email
• Web
• Apps
• Desktop/Laptop Coupons
• Chatbot Coupons

• Personal Credit Cards
• Corporate Credit Cards

1. Overview of the Digital Loyalty Market

1.1 Introduction.7

Figure 1.1: Average Number of Loyalty Programmes Consumers Participate In .7

1.1.1 The History of Loyalty Programs .7

i. Trading Stamps .7

Figure 1.2: S&H Green Stamps .8

ii. Coupons .8

iii. Punch Cards .9

iv. Card-based Loyalty Programmes.9

v. Coalition Loyalty Programmes .9

vi. Credit Card Reward Schemes.10

1.1.2 Loyalty Programmes ? Drivers of Success.10

Figure 1.3: Primary Drivers for Investing in Loyalty Initiatives .11

1.1.3 Digital Loyalty .11

Figure 1.4: Global Smartphone Installed Base (m), 2013-2019.12

Figure 1.5: Total Value of Remote Payments for Physical Goods Purchased via 

Smartphone ($m), 2016-2019.12

1.2 Segmentation of the Digital Loyalty Market .13

i. Reward Aggregators.13

ii. Card-linked Loyalty .14

Case Study: Fidel .14

iii. POS systems with Integrated Loyalty Functionality .15

iv. Mobile Engagement (Email & Text Messages).15

v. Apps .15

vi. Digital Wallets . 16

vii. Blockchain. 17

2. Digital Loyalty ? Regional Analysis & Key Verticals

2.1 Market Status ? Regional Analysis .19

2.1.1 North America.19

2.1.2 Latin America.19

2.1.3 Europe ? West, Central & East.20

2.1.4 Far East & China.20

2.1.5 Indian Subcontinent.21

2.1.6 Rest of Asia Pacific .21

2.1.7 Africa & Middle East.22

2.2 Key Market Verticals .22

2.2.1 Grocery.22

Figure 2.1: The ‘5 Pillars of Grocery Loyalty’. 23

i. Digital Loyalty in the Grocery Market. 23

2.2.2 Retail.25

i. Digital Loyalty in the Retail Market . 25

2.2.3 Hospitality .28

i. Digital Loyalty in the Hospitality Market . 28

2.2.4 Travel .29

i. Digital Loyalty in the Travel Market. 30

Figure 2.2: Top Three Hotel Reward Preferences . 30

2.2.5 Entertainment .32

i. Digital Loyalty in the Entertainment Market .32

2.2.6 Sport & Leisure .32

i. Digital Loyalty in the Sport & Leisure Market.32

ii. Digital Loyalty & Sports Club Fans .32

Case Study: Fortress.34

Figure 2.3: Fortress ONE Loyalty: Example Customer Interface .34

2.2.7 Telcos.35

i. Digital Loyalty in the Telecoms Market.35

2.2.8 Gambling .36

3. Digital Loyalty ? Retailer Positioning Index

.37

3.1 Retailer Positioning Index.38

3.1.1 Criteria for Positioning Index & Limitations.38

Table 3.1: Retailer Positioning Score Criteria Definitions .38

Table 3.2: Retailer Positioning Index Scores.39

Table 3.3: Retailer Positioning Index ? Phased Evolution Model.39

Figure 3.4: Retailer Positioning Index: Digital Loyalty .40

3.1.2 Positioning Index Commentary.41

i. Inception Phase.41

ii. Establish Phase .41

iii. Focus Phase.43

iv. Mature Phase .46

v. Evolve Phase.46

3.2 The Future of Digital Loyalty .46

4. Digital Loyalty ? Credit Card Reward Schemes

4.1 Introduction.52

4.2 Market Status .52

Figure 4.1: Payment Cards in Issue (m), All Cards vs Credit Cards, 2016-2019. 52

i. American Express . 53

ii. Discover. 53

iii. JCB . 54

iv. Mastercard . 54

v. RuPay. 55

vi. UnionPay. 56

vii. Visa . 56

viii. Apple Card. 57

4.3 Reward Credit & Debit Cards ? Market Segmentation.57

4.3.1 Retailers .57

i. Amazon. 57

ii. Walmart. 58

iii. Starbucks . 58

iv. Suning.com . 58

4.3.2 Grocery.58

i. Kroger. 58

ii. Amazon ? Whole Foods . 59

iii. Nectar. 59

iv. Sainsbury’s. 59

4.3.3 Hotel/Travel .59

i. Hilton. 60

ii. Southwest Airlines .60

4.3.4 Juniper Research’s View.60

Table 4.2: The Three Types of Reward Redeemers .60

5. Digital Loyalty Competitive Landscape & 

Leaderboard

5.1 Vendor Analysis & Leaderboard .62

5.1.1 Vendor Assessment Criteria.62

Table 5.1: Digital Loyalty Vendor Assessment Criteria.63

5.1.2 Capability Assessment & Market Positioning Scoring 

Heatmap.64

Table 5.2: Digital Loyalty Vendor Analysis Scoring Matrix: Capability & Capacity 

vs Product & Position .64

Figure 5.3: Digital Loyalty Leaderboard .65

5.1.3 Leaderboard Vendor Groupings.66

i. Established Leaders .66

ii. Leading Challengers .66

iii. Disruptors & Emulators .67

5.1.4 Limitations & Interpretation.67

5.2 Digital Loyalty Movers & Shakers .69

5.3 Vendor Profiles ? Digital Loyalty Providers .71

5.3.1 Aimia .71

i. Corporate .71

ii. Geographical Spread .71

iii. Key Clients & Strategic Partnerships.71

iv. High Level View of Offerings .71

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities . 72

5.3.2 Annex Cloud .72

i. Corporate. 72

ii. Geographical Spread. 73

iii. Key Clients & Strategic Partnerships . 73

iv. High Level View of Offerings . 73

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities . 74

5.3.3 AppCard .74

i. Corporate. 74

ii. Geographical Spread. 75

iii. Key Clients & Strategic Partnerships . 75

iv. High Level View of Offerings . 75

Figure 5.4: AppCard’s Pinky AI . 75

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities . 76

5.3.4 Bink.76

i. Corporate. 76

ii. Geographical Spread. 77

iii. Key Clients & Strategic Partnerships . 77

iv. High Level View of Offerings . 77

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities . 77

5.3.5 BrandLoyalty.78

i. Corporate. 78

ii. Geographical Spread. 78

iii. Key Clients & Strategic Partnerships .78

iv. High Level View of Offerings .79

Figure 5.5: BrandLoyalty’s Analytical Framework.79

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities.79

5.3.6 Brandmovers.80

i. Corporate .80

ii. Geographical Spread .80

iii. Key Clients & Strategic Partnerships .80

iv. High Level View of Offerings .80

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities.81

5.3.7 CodeBroker .82

i. Corporate .82

ii. Geographical Spread .82

iii. Key Clients & Strategic Partnerships .82

Figure 5.6: Bed, Bath & Beyond Mobile Coupon.82

iv. High Level View of Offerings .82

Figure 5.7: CodeBroker’s Omnichannel Campaign Orchestration .83

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities.83

5.3.8 Comarch .83

i. Corporate .83

Table 5.8: Comarch Revenues, PLN/$bn, 2016-2019.84

ii. Geographical Spread .84

iii. Key Clients & Strategic Partnerships .84

iv. High Level View of Offerings .84

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities . 85

5.3.9 Eagle Eye.85

i. Corporate. 85

Table 5.9: Eagle Eye Revenues $m, 2016-2019 . 86

ii. Geographical Spread. 86

iii. Key Clients & Strategic Partnerships . 86

iv. High Level View of Offerings . 86

Figure 5.10: Eagle Eye Air: One Platform, Many Products . 86

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities . 87

5.3.10 Kobie.88

i. Corporate. 88

ii. Geographical Spread. 88

iii. Key Clients & Strategic Partnerships . 88

iv. High Level View of Offerings . 88

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities . 89

5.3.11 m?wise.89

i. Corporate. 89

ii. Geographical Spread. 90

iii. Key Clients & Strategic Partnerships . 90

iv. High Level View of Offerings . 90

Figure 5.11: m?wise Analytics Cloud. 90

Figure 5.12: Salesforce Marketing Cloud . 91

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities . 91

5.3.12 Quotient .91

i. Corporate .91

Table 5.14: Quotient Technologies Revenues, $m, 2016-2018.91

Table 5.13: Quotient Acquisitions, 2015-2019.92

ii. Geographical Spread .92

iii. Key Clients & Strategic Partnerships .92

iv. High Level View of Offerings .92

Figure 5.15: Quotient Statistics.92

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities.93

5.3.13 Smile.io .93

i. Corporate .93

ii. Geographical Spread .93

iii. Key Clients & Strategic Partnerships .94

iv. High Level View of Offerings .94

Figure 5.16: Smile.io Plan Price Comparison.95

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities.95

5.3.14 Valassis.95

i. Corporate .95

ii. Geographical Spread .96

iii. Key Clients & Strategic Partnerships .96

iv. High Level View of Offerings .96

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities.97

5.3.15 Yotpo.97

i. Corporate .97

ii. Geographical Spread. 97

iii. Key Clients & Strategic Partnerships . 98

iv. High Level View of Offerings . 98

v. Juniper Research’s View: Key Strengths & Strategic Development 

Opportunities . 99

Endnotes .100