Acquiring new customers is an expensive process for businesses, so it’s vital that some of them become loyal to the brand and return for repeat purchases.
This not only helps to drive revenue but also could ultimately lead them to become brand advocates, which in turn could help bring in more new customers.
So what helps to drive brand loyalty? This infographic from Zendesk shows that consumers rank quality (88%) and customer service (72%) as the two biggest drivers of loyalty.
However delivering excellent customer service can be difficult in a multichannel world.
We’ve previously looked at what defines good online customer service and spoke to BSkyB about how a live chat function on its website helped to improve both customer service and sales.
The infographic also looks at the importance of first impressions, how loyal customers share their brand experiences and the impact of loyalty schemes.