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What Drives Customer Loyalty In Social Media Age?

Customer Loyalty In Social Media Age

What drives customer loyalty in social media age, and what should you be focusing on to enhance your brand relationships online?

That’s the focus of a new report from social and community management platform Khoros, which recently surveyed over 1,600 consumers to glean more insight into what they’re looking for from brands, and the factors that drive their repeated custom.

First off, Khoros found that only a fifth of consumers consider themselves “brand loyalists”, with a further 59% of consumers having some level of brand preference, though they remain open to various pitches.

A great product is the obvious leading response, as without a dependable, useful product, all your other efforts will be eroded over time. But aside from that, “dependable discounts” is another key factor, along with “custom rewards”, and the opportunity to provide feedback on products and experiences.

“Brands can meet users where they are, in order to deliver messages with impact. For example, 42% of Gen Z consumers use Instagram to connect with brands, compared to 33% of non-Gen Z consumers. But 63% of Gen X would rather communicate on Facebook.”

Full report on Customer Loyalty In Social Media Age can be accessed here.

The Khoros report also looks at the value of brand communities, and how an active, engaged community can help to enhance loyalty.

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