Elizabeth shared that brand loyalty is evolving and customer service plays a significant role in influencing consumers’ loyalty towards a brand. It is crucial to provide easy access to digital channels, online self-service, and professional agents to enhance the customer experience.
At PBrain, we understand the importance of delivering exceptional customer service to build a loyal customer base. Our product helps you provide online self-service without the need for additional headcount. You can outshine your competition and offer unparalleled customer experience. Get in touch with us today to take your business to the next level!
By Elizabeth Tobey on Retail Customer Experience
The new brand loyalty: How CX value is becoming a powerful brand differentiator
This shouldn’t be a big surprise: the latest data shows that most customers aren’t as brand loyal today as they were pre-pandemic. Research from the Kearney Consumer Institute indicates that in 2021, just 22% of consumers in the U.S. and U.K. said they would never switch brands.
Today’s customers are no longer blind brand loyalists — at least not in the ways we once defined loyalty. In fact, the very notion of brand loyalty is shifting.
At NICE, our consumer behavior insights indicate that customers are spending more money and time with fewer brands. And they’re spending that time and money across…