Sustainability and health consciousness aren't just buzzwords – they're reshaping consumer loyalty in profound ways that retailers can no longer afford to ignore. My conversation with Joel Percy, Regional Director at Eagle Eye, dives deep into the striking findings from their Green Loyalty Survey that reveals just how powerfully these factors influence purchasing decisions.
The statistics are eye-opening: 74% of Gen Z and 70% of families consider sustainability extremely or very important in their shopping choices. Perhaps even more compelling is that 62% of all respondents are willing to pay premium prices for eco-friendly brands. Yet despite this clear consumer preference, nearly half of all loyalty programs lack sustainability-focused rewards – representing both a significant oversight and an untapped opportunity.
We explore the fascinating overlap between sustainability-minded and health-conscious consumers, with 71% of sustainability-focused shoppers also prioritizing health and wellness. This intersection suggests retailers should develop integrated approaches rather than treating these as separate initiatives. As Joel notes, the "shape of the solution" for both preferences follows similar patterns – providing information, personalization, and thoughtful incentives.
For retailers wondering how to capitalize on these insights, Joel outlines three key strategies: deliver utility through accessible information about products' sustainability and health attributes; implement personalization that addresses individual needs beyond basic preferences; and consider incentives that reward sustainable or healthy choices. The technology enabling these approaches has evolved dramatically, creating perfect timing for retailers to transform their loyalty programs.
What emerges most clearly from our discussion is that while price sensitivity remains important (especially for value-conscious Gen Z), consumer expectations now extend far beyond discounts. Modern shoppers seek genuine utility and alignment with their values – creating a powerful opportunity for retailers who can deliver on both fronts.

Customerland is a podcast about Customers. How to get more of them. How to keep them. What makes them tick. We talk to the experts, the technologies and occasionally, actual people – you know, customers – to find out what they’re all about.

So if you’re a CX pro, a loyalty marketer, a brand owner, an agency planner … if you’re a CRM & personalization geek, if you’re a customer service / CSAT / NPS nerd – you finally have a home.