The landscape of customer loyalty has new contours: Customers get terrific service in pockets of their life and use those experiences to judge every other sales exchange. Customers also have more choices than ever before and therefore rely on their service experience as a key gauge of product and service excellence. Today’s customers are much smarter buyers. Social media has made every person a Consumers Report adjunct.
There’s a point in almost every romance when it’s time to either move forward or break up. The same is true for the brand-customer relationship. At some point, your best customers want recognition for their loyalty or they’ll quickly go from loving your brand to dumping it.
For generations, brands have successfully generated demand for goods and services. However, some are now questioning whether the disruptive power of the Internet may disrupt even this, perhaps one day rendering brands irrelevant.