Customer loyalty seems to be dead – the amount of choice and transparency we have about products and prices and channels means that loyalty may well be a thing of the past.
Customer loyalty seems to be dead – the amount of choice and transparency we have about products and prices and channels means that loyalty may well be a thing of the past. According to BT’s ‘Autonomous Customer’ research, 50% of the UK’s population say that they are no longer loyal – evidenced by the number of “loyalty cards” that make our wallets bulge.
However, before the death knell tolls for loyalty consider this – 74% of UK consumers will buy more from organisations which make it easy for them to do so. Is effort the new loyalty?
Video: Is Effort the New Loyalty?
With the online retailers leading the pack on “easy”, how do bricks and mortar retailers start to make things so easy for their customers that they don’t consider going elsewhere? Easy does it!
Want to know more? Take a look at the Customer Effort research we’ve just done with Henley Business School
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