ReportBrand advocate or nemesis: Exploring brand loyalty
Poor customer care could cost brands thousands per customer. Read on to learn what drives loyalty among Australian consumers.
What drives loyalty?
Consumers want to feel they matter. Brands that fulfill this need by offering quality products and excellent customer service are rewarded with repeat customers and a loyal following. And although the quality of the product is the highest factor in brand loyalty, nearly half of respondents said they’d switch brands if they had up to two bad experiences. For more details, read the full consumer research report, conducted by Survata for LivePerson, surveying 1,000 Australia-based consumers.