Brand loyalty is dependent on strong online offerings
Posted on in Business News
The recent UK Customer Brand Loyalty Survey finds that digital differentiators like accessible websites, personalised offers and fast and interchangeable delivery times are becoming crucial features to the success of brands and reengaging loyal customers.
The survey identified that value for money (47%), poor customer service (37%), difficult return/refund policies (21%), long delivery times (17%) and bad websites (12%) are the key reasons why customers' question and reconsider loyalty to brands.
64% of UK customers actively look to try new brands, this is the area for retailers to invest in and focus their energy on. If customers are looking for brands that they can trust it is because they haven't found them yet and therefore as a retailer you need to make sure that your process is incredibly customer friendly and successful so that when they find what they are looking for they stay loyal.
For customers, 50% value slick websites and 49% value personalised offers, these two features are the most effective means of keeping new customers coming back.
Already established loyalty schemes are limiting and very generic, therefore the introduction of a new scheme that is tailored to not only the customer but also the retailer will help to promote those personalised offers and keep customers coming back. booost is a three-in-one app that offers loyalty, gifting and promotions all directly on your smartphone.