How US Consumers Define Brand Loyalty – and What Drives It | Marketing Charts
"…asked which best represents customer loyalty, respondents were most likely to agree with the following:
- A customer that shops at “Company X” for the quality of the product even though they are more expensive (51%; top-5 box on a 10-point scale);
- A customer that tells family/friends to go to “Company X” (41%); and
- A customer that forgives a mistake made by “Company X” and continues shopping there (40%).
Notably, respondents were less likely to define loyalty on the basis of liking or sharing brand content on social media.”