[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2022\/07\/12\/customer-loyalty-vs-brand-loyalty\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2022\/07\/12\/customer-loyalty-vs-brand-loyalty\/","headline":"Customer loyalty vs. brand loyalty: Differences, stats, tips","name":"Customer loyalty vs. brand loyalty: Differences, stats, tips","description":"Learn how to distinguish customer loyalty from brand loyalty and what companies can do to boost brand loyalty.","datePublished":"2022-07-12","dateModified":"2022-07-11","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/david-rand\/#Person","name":"David Rand","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/david-rand\/","image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/c437b2aea84e78e5b508c12698f73553?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/c437b2aea84e78e5b508c12698f73553?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Customer Engagement and Experience","logo":{"@type":"ImageObject","@id":"http:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/03\/logo-fcee-schema-app.png","url":"http:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/03\/logo-fcee-schema-app.png","width":278,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2022\/07\/DIstinction-between-customer-loyalty-vs-brand-loyalty_FTRx.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2022\/07\/DIstinction-between-customer-loyalty-vs-brand-loyalty_FTRx.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2022\/07\/12\/customer-loyalty-vs-brand-loyalty\/","about":["Customer Engagement","Customer Journey","Marketing","Marketing"],"wordCount":1170,"keywords":["Brand Loyalty","Customer Engagement","Customer Loyalty","Loyalty Programs"],"articleBody":"Mom always bought Pepto Bismol for stomach problems, so the kids did too. Never mind that nobody knew what was in it, who made it, or if there were better alternatives. The kids were die-hard loyalists and would stick with the pink stuff — as long as the price wasn\u2019t much higher than other tummy treatments.Those same kids have a very different take on personal technology. They absolutely love the Apple brand and would utilize anything the company offered, whether it was the latest iPhone, Apple Pay options, or\u00a0 Apple TV streaming service. It didn\u2019t matter if competitors were matching or eclipsing the capabilities of Apple products. They just had a deep and unbreakable connection to all things Apple.These split allegiances between specific products and overall emotions about brands highlight the distinction between customer loyalty vs brand loyalty.Many marketers tend to lump customer and brand loyalty together as if they’re the same thing. But they aren\u2019t \u2013 and failing to recognize the nuanced differences can undermine even the best marketing programs.      What is brand experience management? Definition, meaning, insights                What does brand experience management mean? How does it compare with brand management? What tools help and how can you measure it? We've got the answers.      Distinguishing customer loyalty vs. brand loyaltyCustomer loyalty is where consumers are comfortable enough with a product to keep buying it repeatedly.Marketers often make the mistake of thinking this means they really, really like their company. But at the end of the day, the only things inspiring them to buy these products are familiarity, quality, and price or value, with the latter words being the operative drivers.This suggests that if prices rise or the portions brands offer for the same price get smaller (ever notice how toilet paper rolls, bags of potato chips, and candy bars are shrinking?), customers will comparison shop for better deals.Don\u2019t like being that guy who says they don\u2019t make\u2019em like they used to, but seriously Reese\u2019s Peanut Butter cups are at least 1\/2 the size they were in my youth, probably a good thing #candybars #shrinking #thegoodolddays #Baller— Mickey Marlowe (@coachmarlowe) October 19, 2020Brand loyalty is all about creating personalized and meaningful experiences that create long-term connections between customers and companies they patronize.Having brand loyalty doesn\u2019t replace customer loyalty to specific products, but enhances it \u2013 a distinction many marketers misunderstand.      Want more customers, loyalty, and sales? Using customer data can do that                Top brands are using customer data to understand the customer journey and deliver positive experiences that boost loyalty and revenue.      A statistical perspective on the distinctionStatistics help illustrate the difference between customer loyalty and brand loyalty.According to a Brizfeel survey, price remains the top factor for making purchases online for 89% of consumers and is the main motivator for 89% of brick-and-mortar store shoppers. Similarly, 37% of consumers cite price as the most influential factor when selecting a merchant to patronize, according to a PYMTS and Toshiba Global Commerce Solutions study.While price always remains a consideration for brand-loyal consumers, it becomes less so if they feel they\u2019re getting what they need from a particular company. For instance, 42% of consumers in a recent Yotpo study say they would buy from a brand they\u2019re loyal to even if there were cheaper competitors.A recent Accenture global consumer survey indicates that companies will need to focus on building more brand loyalty. Between a global pandemic, rising inflation, and economic uncertainty, at least half are rethinking their personal purpose and re-evaluating what is important in their lives.As part of that, 72% of those \u201creimagined\u201d consumers want companies they do business with to understand and address their changing needs and preferences, the study found. If companies succeed in doing that, they can establish better brand loyalty.      When your martech stack isn\u2019t cutting it: How to make a switch                If your martech isn't doing the job, you can't do your job. Find out what to look for in a new marketing solution.      What drives brand loyalty vs customer loyaltyGrowing brand loyalty should be a major goal of every marketing department. Why? Because it creates competitive advantage. It leads to repeat purchases of products and services across portfolios (as opposed to one or two items within it). And it stimulates higher, more sustainable sales and profits.What drives customers to become brand loyal? For one thing, 82% of shoppers in a Consumer Goods survey say they a brand\u2019s values to align with their own \u2013 and they\u2019ll vote with their wallets if they do not. That means they tend to be loyal to brands that share similar political, social, or environmental ideologies.Consider these statistics:66% of consumer goods survey respondents seek out eco-friendly brands55% would pay more for sustainable productsIf there’s a values mismatch, 39% of shoppers would permanently boycott their favorite brand28% would share concerns about a brand with family and friends, and 24% might break ties, at least temporarily      Reduce, reuse, recommerce: The first-rate benefits of secondhand selling                Recommerce is booming as sustainability and affordability become consumer priorities.  Learn the benefits for brands and get tips for resale success.      How to boost brand loyaltyTo become brand loyal, shoppers look for brands that put their needs ahead of their own. This means that instead of driving toward specific sales targets, they do everything possible to drive customer lifetime value (CLV) by considering the entire customer journey rather than one or disconnected parts of it. They prioritize:Omnichannel experiences. The customer has consistent, positive experiences everywhere they touch a brand, whether in a physical store, a website, or a social media channelPersonalized experiences. Brands use customer data, analytics, and artificial intelligence (AI) to glean insights and accurately predict and address their needs. So long as it doesn\u2019t get too creepy, consumers are willing to trade a little privacy for this level of service and support. And that can lead to bottom-line improvement. In fact, companies that provide great customer experience grow revenues at 4% to 8% above their markets, according to Bain and CompanyAppreciation experiences. It shouldn\u2019t surprise marketers that consumers like the best rewards programs, which are typically more about a brand\u2019s portfolio than specific products. Such programs don\u2019t always provide that much payoff (a cup of coffee or scone now and then), but giving back forges bonds with consumers. What\u2019s more, they don\u2019t even have to be free programs to succeed. In fact, a 2020 McKinsey survey found paid loyalty program members are 60% more likely to spend on a brand after subscribingUnderstanding the differences between customer and brand loyalty is critical for modern marketing success. The distinctions between the two are fuzzy and will always overlap. But with campaigns more accurately aligned to each emotion, brands can achieve more lifelong and lucrative consumer connections.  If you don’t roll out the red carpet for your customers,your competition will.Craft experiences consumers love.Get started HERE."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2022","item":"https:\/\/www.the-future-of-commerce.com\/2022\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"07","item":"https:\/\/www.the-future-of-commerce.com\/2022\/\/07\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"12","item":"https:\/\/www.the-future-of-commerce.com\/2022\/\/07\/\/12\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Customer loyalty vs. brand loyalty: Differences, stats, tips","item":"https:\/\/www.the-future-of-commerce.com\/2022\/07\/12\/customer-loyalty-vs-brand-loyalty\/#breadcrumbitem"}]}]