2 min. reading

What Is The Key to Brand Loyalty?

In the evolving world of e-commerce, where every click counts, understanding the complexities of consumer behaviour is essential. Intuit's in-depth report, The Science of Loyalty, delves deep into the consumer mindset and reveals what lies behind brand loyalty.

What Is The Key to Brand Loyalty?
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Quality, consistency and proximity are proving to be the cornerstones of building loyalty. They even outweigh such attractive aspects as discounts and bargains. Trust in e-commerce trumps everything else.

Source: Intuit

If you decide to give gifts to customers, it will certainly take

People tend to give back what they have received from others. They naturally respond positively to a gift, even if they haven’t asked for it. The relationship between the customer and the brand remains strong if the consumer feels that there is an exchange of value – that they are getting something back in return for their loyal behaviour.

31% of consumers feel it is important for brands to reward them with special offers and discounts. 64% of 18-34 year olds expect brands to reward them with special offers and discounts (compared to 53% overall).

Trust is not an empty phrase

Identity in branding is important because it reflects how the brand identifies with the customer. Consumers prefer brands that reflect their values, which helps them avoid the discomfort of feeling a conflict between those values. Increasingly, people will choose brands that feel like a reflection of themselves.

35% of consumers say it’s important for brands to make them feel good. 23% of 18-24 year olds say it’s important for brands to reflect their personal values (compared to 18% overall).

The comprehensive survey included data from the US, Canada, Australia and the UK.

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