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Loyalty drivers have changed
In 2019, the top drivers of customer loyalty reported by consumers were low cost, quality products and same-day delivery. 2020 has heralded in a whole new set of concerns for consumers, and this is reflected in new loyalty drivers.
Consumers now want safe, fast and human experiences. The top loyalty drivers now are:
Personal safety – ensuring social/physical distancing in a facility: 65%.
Scheduling needs – delivery within a few days: 57%.
Relevant suggestions – special recommendations that meet a consumer s current needs: 56%.
Human touch – having a live person, rather than a bot, available to talk: 54%.
The good news is the research found that brands are on board with these changes, with 83% rethinking what it means to deliver superior customer experiences moving forward.