Value for Their Money Keeps Shoppers Coming Back
[ 15.03.2019 ]
According to February 2019 research from personalized retargeting firm Criteo, two-thirds of US internet users said getting the best value for their money kept them loyal to brands, making it the most popular response by a solid margin. About half of respondents said their brand loyalty was driven by the lowest prices, with slightly fewer drawn back by the best product selection.
In a similar survey by Five9 conducted the previous month, nine in 10 internet users said pricing influenced their loyalty, with a similar number attracted by superior quality. In this poll, which was focused generally on customer service, 90% of respondents also pointed to customer service as a key loyalty driver.
That's not much of an outlier, though—78% of respondents to the Morning Consult survey also said having good interactions with customer service teams factored into their brand loyalty.
Just over half of respondents polled by Criteo said some combination of declining quality, increasing prices and overall declining value had turned them off from brands in the past, making it the No. 1 response, ahead of simply finding a better alternative.
https://www.emarketer.com/content/value-for-their-money-keeps-shoppers-coming-back?ecid=NL1014