Easier interactions with the brand can reduce customer churn by 40%
Most customers consider convenience as a more critical factor than brand loyalty when making purchasing decisions. According to the article, 50% of customers think brand loyalty is outdated, but 74% said they would do repeat business if the customer experience is comfortable.
Brands need to develop their customer experience based on the customer’s definition of convenience to foster loyalty. The article suggests that businesses should build “interdisciplinary teams” across the company that are convenient for the customer to reach.
Companies should focus on making purchases on social media platforms like Instagram effortless with links to easy payment options like PayPal. Offering support and live chat on tools like WhatsApp can also help in making the customer experience more convenient.
[4 minute read]