2018 CX Index: Brand Loyalty and Engagement
How does customer experience (CX) affect brand loyalty, and what forms of engagement are most meaningful to today’s consumers? We set out to find the answers to these questions and more in order to help brands understand the impact of CX and how to best position their brands for future success. We surveyed 1,200 U.S. consumers to understand their personal experiences interacting with brands, learn their preferences communicating with brands, and assess how experiences and engagement impact brand loyalty. Here’s what consumers had to say and why it matters to brands.