STUDY: Brand Loyalty Isn’t Dead, it’s Just Complicated
Summary
SALT LAKE CITY--( BUSINESS WIRE )--A recent study from customer experience (CX) intelligence leaderInMoment reveals how today’s retail customers define brand loyalty in the face of endless options as we approach the holiday season.The 2018 Retail Trends Report surveyed 1,300 U.S. consumers and highlights the different ways today’s shoppers define brand trust and loyalty.According to Andrew Park, senior director of customer experience strategy at InMoment, these findings reveal a complex and varied definition of loyalty that brands must understand and respect if they hope to build high-value relationships.“The holiday shopping season provides a great opportunity for retailers to begin building genuine relationships with their new and existing customers that last far beyond December,” said Park.Whether it’s as complex as a popular e-retailer opening a holiday pop-up store or as simple as offering layaway options, when customers recognize they’re a priority and co-creators of a brands reputation and value, they’re much more likely to be and stay loyal for the long haul.”
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