I used to be loyal to Ray Ban sunglasses…until I found Maui Jim’s.
And I used to loyally read the Melbourne Age website every morning…until they put all the content behind a subscription wall.
As brands and businesses, we like to tell ourselves that our customers are loyal.
They may well be…to a certain extent. As long as it suits them.
So long as the current iteration of your product or service fits to your customers prevailing wants, needs and circumstances…they will be loyal.
All things being equal…they will be loyal.
But all things are almost never equal. At least not for long.
#customerloyalty #brandloyalty #consumerbehaviour