B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
28%
28% -- customer retention rate uplift for B2B companies using surprise-and-delight loyalty elements (2022)
B2B companies integrating surprise elements experienced a 28% higher customer retention rate compared to those using predictable loyalty rewards.
- Comparison baseline details and survey methodology not specified
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
28%
Unit
Percentage
Data Vintage
2022
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Forrester
Primary
Tier C
https://incentivesolutions.co.nz/the-strategic-use-of-surprise-and-delight-in-b2b-loyalty-programmes… ↗
Source Article
Incentive Solutions - The Strategic Use of Surprise and Delight in B2B Loyalty Programmes
Creating loyalty among B2B customers is no small feat. With long sales cycles, complex decision-making processes, and heightened expectations, successful B2B loyalty programmes demand more than standard incentives.
Enter the strategy of “surprise and delight.” This approach transforms routine intera…
Original Research
Forrester
· Original study ↗
Methodology
Relative uplift vs. companies using predictable loyalty rewards, per a 2022 Forrester survey as cited by Incentive Solutions blog. Comparison baseline and survey details not stated.
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
B2B companies using surprise-and-delight loyalty elements: 28% customer retention rate uplift. Source: Forrester (2022). Via Lighthouse Intelligence -- https://lighthousedata.io/data/b2b-surprise-retention-uplift-2022
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<blockquote cite="https://lighthousedata.io/data/b2b-surprise-retention-uplift-2022" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>28%</strong> -- customer retention rate uplift for B2B companies using surprise-and-delight loyalty elements<br><small>Source: Forrester (2022) · <a href="https://lighthousedata.io/data/b2b-surprise-retention-uplift-2022" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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