Elements Of Brand Loyalty, April 2013 [TABLE]
Better make that first impression a good one. 56% of consumers believe that the first purchase or beginning of service is the deciding moment in establishing brand loyalty, according to results from the second brand loyalty survey conducted by ClickFox. In last year’s survey, 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, while just 1% said it’s when they’re considering switching to a competitor.
Separate results from the latest survey suggest that poor customer service (48%) and brand quality (35%) are the biggest deterrents to customer loyalty, while brand quality (60%), ease of use (46%) and features (40%) are the top drivers of loyalty. Read the rest at MarketingCharts.