CUSTOMER LOYALTY RESEARCH

Jul 7, 2015 | Customer Loyalty Research

Solving the The Car Wash Industry's 5 Biggest Challenges

From the extreme competitiveness of the market, to the lack of time owners have to devote to marketing –  We pick apart the top 5 challenges the car wash industry faces, and how you can overcome them.

Step, for a second, into the shoes of a car wash business operator. You wake up every day knowing that you work in one of the most fragmented industries in the world - Where the 50 largest companies own less than 20% of the market, and each customer is fought for tooth-and-nail. Your business is dictated by weather forecasters who already show “wet bias.” Even on sunny days, it seems the location of your business is your only hope for attracting customers.

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Jun 18, 2015 | Customer Loyalty Research

The Recipe For Marketing Gluten-Free Foods

Let’s take a look at the current state of gluten-free foods, their growth trajectory going forward, and what these insights mean for pizza operators looking for a recipe to grow their business.


Back in 2012, Domino’s first announced that customers could purchase gluten-free pizza crust. At that time, people took notice, but the reality is that “gluten-free” has taken on new meaning since then.

To that end, let’s take a look at the current state of gluten-free products, their growth trajectory going forward, and what these insights mean for pizza operators looking to grow their business.

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Jun 15, 2015 | Customer Loyalty Research

Replying to Customer Feedback Grows Sales +22%

Thanx has analyzed thousands of restaurant customer feedback responses over the last two years. Three facts we’ve learned along the way: 1) your best customers matter, 2) every single customer experience counts, and 3) replying to feedback grows sales +22%.  Restaurants – here’s how to use feedback to solidify a customer’s loyalty.

Let’s talk customer feedback.

At Thanx, we launched NPS customer feedback as part of our marketing suite for multi-unit businesses back in September 2013.  Why? We believe the most effective marketing is exceptional customer experiences, every single day.

Almost two years later, we’ve got thousands and thousands of feedback responses that we can connect back to customers and their spending over time. If you’re a bit of a data nerd (like I am), this is exciting. It’s an opportunity to learn how customer feedback influences real customer behavior.

In early March, we analyzed Thanx feedback data to find the answer to three big questions:

  • What’s the value of a customer who gives you great feedback?

  • What happens when a great customer has a bad experience?

  • Does responding to or rewarding feedback have an impact on whether a customer revisits your store?  

What we discovered was, frankly, really frickin’ interesting. Ready? Let’s dig in.

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Jun 2, 2015 | Customer Loyalty Research

5 Keys To Building Awesome Apps

An awesome app is on everyone's list. But how exactly do you get there?


Ever wondered what it takes to build an app that tons of people download AND use? Welcome to a not-so-exclusive club. Statista predicts that app downloads will hit ~270 billion in 2017. 

So, let's take a look at the numbers behind consumers' use of apps to figure out exactly what's working, what's not, and what to do if you want to build an app your customers will love. 

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May 5, 2015 | Customer Loyalty Research

Four PMQ Pizza Industry Stats, Interpreted

Americans spend over $38 billion on pizza annually. No surprise: we’re obsessed with pizza. Here are four important pizza industry stats from PMQ (and what they mean for your pizza business).


1 - 2 - 3. In those three seconds, Americans ate 1,050 slices of pizza (mark me down for a slice). 1,050.  But are you surprised? Americans are obsessed with pizza.

At Thanx, we’re consumed by pizza. We’ve been thinking about pizza every day: how customers buy pizza, when they do, and, most importantly, what brings customers back. After countless hours of research, here are the four pizza industry stats we’ve found most noteworthy from PMQ's Pizza Power Report (interpretedfor your business).

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Apr 21, 2015 | Customer Loyalty Research

Push Notification Open Rate Statistics = 50-80%

Ever wondered how push notification open rates stack up with other channels? 

Recently, I asked Thanx's Product team to pull down some more usable data – this dataset looking at push notification open rate statistics.

What we found: (1) not surprising, (2) certainly interesting, and, well, (3) applicable. Let's take a look:

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Apr 9, 2015 | Customer Loyalty Research | Why Thanx

Card-Linked Offers Technology: Growing WITH Momentum

Let's take a look at the most important findings and takeaways from the recent BIA/Kelsey report, “Status and Review of Card-Linked Offers, 2015." 

When a new technology emerges, a few early-adopters dabble but the vast majority stays on the sideline, naturally dubious. Inevitably, if that technology solves a real, painful problem with the status quo, others quickly jump in to give it a try – they view it as a risk worth taking. It is with the success of these first waves of experimenters that the technology becomes mainstream and the average consumer or business recognizes the obvious advantages of making a switch. This is the story of Geoffrey Moore’s Crossing the Chasm.

In the real world, of course, it can be hard to identify where an innovation sits in this technology hype cycle. One important indicator of forward progress is the commencement of analyst coverage – simply put, industry analysts don’t waste their time speculating. They spend their research resources on truly game-changing innovations that have begun to blossom.

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Mar 12, 2015 | Customer Loyalty Research

Pickleman's Shows How To Attract Customers To Slow Days

Every restaurant in the world has had the same exact thought – wouldn't it be awesome if we were this busy all the time? Well, Pickleman's Gourmet Cafe decided to do something about it.

Pickleman's Gourmet Cafe, a fast casual franchise serving delicious toasted subs, has 19 locations throughout the Midwest. Many of these locations serve college campuses where weekend traffic spikes with hungry students looking for a place to relax and hang out.

At the other end of the spectrum, Wednesday traffic tends to register far below other days. So, Pickleman's marketing team put together its collective heads to figure out what to do. The result? Double Progress Wednesdays - which ended up transforming the entire identity of a Wednesday. 

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Mar 11, 2015 | Customer Loyalty Research

The Current State Of Customer Engagement Strategies

Yesterday, we watched the Colloquy Loyalty Census Webinar to figure out the current state of customer engagement strategies. Here's what we learned.

The COLLOQUY Loyalty Census sets out to deliver insights and trends on customer engagement strategies – specifically everything related to loyalty, retention, and rewards. Key topics include: the number of loyalty memberships in the U.S., what types of campaigns companies have in place, what's working, and what's not. The following are direct quotes from the online conversation and what they mean for businesses and merchants looking to improve their consumer engagement. 

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Jan 29, 2015 | Customer Loyalty Research | Customer Loyalty News | Why Thanx

#DidYouKnow: 70% of Retail and Restaurant Customers Visit Only Once

A new study highlights the major customer engagement challenges U.S. businesses face amidst an increasingly indiscriminate millennial population. 

Today Thanx published “6 Critical Stats for Customer Loyalty,a retail and restaurant data study designed to help multi-location merchants better understand customer behavior and improve marketing ROI. 

Essentially, we dug into a random sample of anonymized Thanx data with one mission: to find out what's actually going on with modern customers. And the results? Fascinating.

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About this Blog

Customer loyalty research for merchants looking to understand retention marketing. Read expert analysis of key stats and terms affecting the industry.

 

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