No matter how loyal shoppers may be to certain retailers, online shopping can test even the most dedicated brand ambassadors. Those warm and fuzzy feelings shoppers have for favorite stores or designers often evaporate when the dire need for lowest price, fastest shipping, and special sizes outweigh the emotional bond a shopper may have with a particular company.
Let’s face it: Customer loyalty is always fleeting. And during peak seasons, it can be doubly easy to lose and much harder to gain.
https://www.bizjournals.com/charlotte/news/2018/08/15/can-brand-loyalty-survive-online-shopping.html/
How many times have you called your credit card or insurance company only to plow through a grueling five minutes of automated options before being put on hold for the “next available representative”? After being reminded that “this call will be recorded for quality assurance purposes,” another five minutes drag by before you’re finally talking to a human being.
By this time, you’re frustrated and exhausted, and you wonder how any company concerned with “quality assurance” could put you through such an obnoxious ordeal.
This is an example of an awful user experience (UX) – from its clunkiness and inefficiency to its total lack of regard for the customer’s time, this kind of call center gauntlet is doing the company no favors with regard to customer satisfaction or loyalty. As such, it has an immensely harmful effect on the overall customer experience (CX) – how customers engage with a company over the entire duration of their time using its products and services.
http://customerthink.com/why-you-should-be-thinking-about-ux-and-cx-differently/
Customers are reporting lower levels of loyalty than in the past – 59% of high income consumers surveyed in Asia Pacific indicated they were less brand loyal now compared with before. So, if customers are less loyalty-driven, does that mean loyalty programmes are becoming obsolete? Quite the opposite in fact. A well-marketed loyalty programme can drive both customer retention and new customer acquisition for your brand.
http://www.marketing-interactive.com/features/optimising-the-customer-experience-to-encourage-allegiance/
Bookmarks on this page are managed by an admin user. 
