2018 State of Consumer Loyalty Proves How Much Brands Matter in an Amazon World
Yotpo’s 2018 State of Consumer Loyalty survey examines American shoppers’ attitudes about brand loyalty. The findings reveal evidence of Amazon.com’s influence on consumer expectations (61.3 percent of shoppers cite free shipping as an incentive to buy from a new brand) and highlights ways that direct-to-consumer brands can go above and beyond to earn, and re-earn, customer loyalty.
To win, brands need to be able to transcend transactions and offer a superior experience in every way, from product excellence, great customer service to personalized experiences that foster a deeper connection. Brands can only gain true competitive advantage by developing a direct relationship with consumers, and this survey stresses where the opportunities might lie.