Learn How To Cultivate Consumer Loyalty Across 5 Key Industries

Learn How To Cultivate Consumer Loyalty Across 5 Key Industries
Loyalty & Membership

From fostering authenticity to providing convenience, here are the key steps to take for brands looking to sustain long-term engagement from their customers, detailed in PSFK's recently launched CX Playbook

PSFK
  • 27 june 2018

Out of 300,000 people across 33 countries, most consumers would not care if 74% of brands disappeared from their lives, and 75% of the consumers expect brands to make a significant contribution to their lives, but only 40% believe brands are doing so. Today, brands are faced with the question of how to sustain long-term success and drive growth. In order to do so, they must cultivate loyalty in today’s conscious consumer base, which requires taking a purpose-driven approach.

“Purpose-driven” approach means putting customers’ values, desires and preferences first in an authentic way that enables brands to bond with audiences based on shared needs and interests. Simply put, customers care about themselves, others and the environment more than ever, and they not only want, but expect brands to do the same—but only if they do so in an authentic, transparent and seamless manner.

With the rise in direct-to-consumer brands, mobile device usage while shopping, peer-to-peer marketplaces and advanced social targeting, consumers are just as happy to sign up for a subscription-based product or service as they are to cancel that membership. They are curious and empowered, willing to try a new brand, and open to switching their loyalty.

The strategies outlined in PSFK’s CX Playbook will help organizations from any industry cement their status as the number one pick for their customers. Turning these users into lifelong members.

In our recent report, we took a look at several industries and have mapped out some techniques for consideration. When boiled down to the core essence, brands must focus on:

  • Authenticity  – have a point of view that is consistent and easily demonstrable. One can reference exemplars like Patagonia, which is a brand that consistently delivers against their message of eco-consciousness.
  • Transparency – the empowered consumer has the means to price shop and value shop through the use of aggregators and generally easy access to information on the Internet. The companies that empower customers to make informed decisions will become valued partners.
  • Convenience – people have limited time in their busy lives to interact with brands. Offering convenience, and as a byproduct, giving time back to customers is key. Look no further than the growing trend of ‘click-and-collect,’ embodied by brands like Whole Foods, which will have your pre-purchased grocery order waiting for you at a pickup location in store.

For specific industry-focused recommendations to encourage loyalty and repeat purchases, check out the full PSFK CX Playbook. Industries covered include:

    • Advertising
    • Automotive
    • Banking and Payments
    • Food and Beverage
    • Health and Wellness

Out of 300,000 people across 33 countries, most consumers would not care if 74% of brands disappeared from their lives, and 75% of the consumers expect brands to make a significant contribution to their lives, but only 40% believe brands are doing so. Today, brands are faced with the question of how to sustain long-term success and drive growth. In order to do so, they must cultivate loyalty in today’s conscious consumer base, which requires taking a purpose-driven approach.

+authenticity
+Automotive
+banking
+brand engagement
+brands
+convenience
+cx playbook
+Delivery & Logistics
+Food
+Grocery
+loyalty
+loyalty & membership
+Patagonia
+Public
+retail
+Transactions & Payments
+transparency
+wellness
+Wholefoods

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