That's regarding a specific product. My question is towards the company itself. What keeps a customer loyal to a specific company? (Ex: Apple) A MAC computer is really no different in quality than a PC. As a matter of fact, some MACs are actually slower than some PCs. But why so some people swear by this brand and keep the loyal customers of Apple?
Yep, brand can play a significant part in the buying decisions of consumers and the long term success of companies. IMO it is important to Look at and analyze every touchpoint closely and make sure the customer experience is maximized on every occasion. Working out which touchpoints are important to your success is important.
What about customer support? Customer incentives? If a product and it's features is all you look for, what makes you a loyal customer to a specific brand or company? Some products if you research them, have a competing product that is most likely cheaper and more efficient.
Many sales professionals especially the old schools ones often tell me that the customers are always right. Because of this, many of them simply bow down to what the customers want even if the request is illogical...