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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(“brand book bites”, a new blog feature of mine, are book reviews that highlight the most interesting brand stories in the latest best-selling books.  Subscribe to my feed so you don’t miss these regular bulleted briefings on the books I recommend you read.) –  the book:  Monster Loyalty: How Lady Gaga Turns Followers into Fanatics […]