loyalty language

Over a third of customers say they would not be loyal to a brand if it weren’t for the brand’s loyalty program, according to Bond Brand Loyalty.  Bond also reports 68% of Millennials wouldn’t be loyal to a brand without a strong loyalty program.   Research by talech shows 87% of consumers want a customer loyalty […]

When is customer loyalty not really loyalty?  When customers face high switching costs when they try to stop doing business with a company.  When customers continuing buying only because of low prices and special promotions.  When customers can’t find a company’s contact information or come across other roadblocks when they try to cancel a subscription.  And when […]

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My latest Forbes CMO Network column is based on the basic idea that once customers feel a personal and meaningful bond with your brand, they’re more likely to stick with you. The point seems so fundamental that I almost hesitated to write a piece about it, but as I read about the latest coffee chain […]

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The question of brand loyalty sits right in the middle of the tug of war between retailers and manufacturers.    Are customers loyal to a retailer because of the brands it carries or because of the retail store itself?  Said another way – will a customer patronize any retailer that carries the brands she’s looking for, […]

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Jeanne Bliss, author of two groundbreaking books, Chief Customer Officer : Getting Past Lip Service to Passionate Action and “I Love You More Than My Dog”: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, took a few moments to speak with me about beloved companies — what are they, why are […]

The series on brand value creation continues today with a look at how brands create value for companies in their Internal Business Processes.   Although a brand’s ability to create value from the Financial and Customer perspectives is probably the most important, its impact on Internal Business Processes is the most fundamental. […]

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The branded vs. private label product debates of late had got me thinking about brand loyalty recently and then I came across a great post by a former colleague, David Murphy […]