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Key to the loyal heart

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26 March, 2015

Customer Loyalty

A consumer's behaviour is not only unpredictable, it is also rapidly evolving. Today, they know what they want from their favourite brands: meaningful conversations and a real-time connect. Rather than responding to a catch-all campaign, they prefer targeted messages, or at least that's what and more, says emart solution's study titled Customer Loyalty Study 2015. It claims that 94 per cent of customers are eager to hear from brands provided the communication is relevant. And 54 per cent said they preferred to be reached via SMS. Apart from this, it also says that there is an indirect correlation between love for the brand and likelihood to switching over to another brand, that is, that if one's love for the brand increases, the propensity to switch reduces.

Aditya Bhamidipaty,

CEO and Co-founder, eMart Solutions

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