CX Toolbox

Airbnb ranks at the bottom along with Uber, Lyft and taxis when it comes to sectors and services that consumers will return to in the next 30 days. Our latest Covid-19 Consumer Loyalty Tracker Study just launched and we want to share key findings in the attached infographic and deeper dive deck that covers payment cards, loyalty drivers, travel and new car/mortgage changes. US and Canadian versions attached.

Highlights include:

• What are the most important drivers of loyalty with Covid? Security, Saving money, Time/Convenience and Customer Service rank highest.
• The places people are most and least comfortable returning to – Airbnb, hotels and Uber/Lyft/taxis rank at the bottom vs auto, banks and speciality retail at the top
• Travel Plans will be Disrupted for an Extended Period. Increasingly, customers planning to delay travel in the next 6-12 months.
• We also have new data on spend, travel and how people are spending their time – TV, haircuts, hobbies, exercise and more time doing Zoom cocktail chats vs home schooling their kids.
• Spend shifts which decreased initially, may have flattened to a steady-state
• Expectations are High. Credit card programs are falling behind with their response strategies compared to loyalty programs