What drives you to become a loyal customer?
Consumers sometimes hop from one produt to another. But there are some who remain faithful inspite of new brands in the market. What makes you loyal to a product.
If a product works for me I will turn to that product again when I need it. If I have problems and end up calling their customer service I get support. I speak with someone who knows the product, speaks a language I can understand and can relate to my situation. I may not always get the answer I want but the customer service I received was fair and professional.
The longer the product is on the market and more I use it the more loyal I become. I will not pay a large amount of extra money just for the name. But I will continue to use it as long as I can find it in a reasonable price range.
However, if they come out with a new version that does not work for me then the loyalty is broken. The common pattern is to introduce a product, then change packaging and finally do something to call it "new and improved". Usually the new and improved stage is where my loyalty falls at risk.
if I buy a brand that works for me, I will buy the same product in a matter of no time; it's the quality, customers service you receive and the make itself - a good company with great history, that will do it for me!
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