Customer loyalty is most often formed as a result of first impressions, and companies should forget about trying to build loyalty with customers who are considering switching to a competitor, finds ClickFox in April 2012 survey results. When asked the most critical time for a company to gain their loyalty, 48% of the consumers surveyed said it’s when they make their first purchase or begin service. 4 in 10 indicated it is when a company exceeds their expectations in resolving an issue, while 10% said their loyalty is formed before they even buy or decide to do business with the company. Just 1% believe the best time to gain their loyalty is when they consider switching to a competitor. Read the rest at Marketing Charts.
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