After the hit of 2020, is brand loyalty a
looming challenge to overcome in 2021?​

The Covid-19 pandemic has changed many things – the ways in which consumers socialize, exercise and shop, have all shifted. The market efforts to keep hold of customers have also seen a major struggle.
Nowadays, a consumer is no longer only interested in the traditional experiences a brand has to offer.

While services and products still have an important role to play in brand loyalty, other factors which contribute to retaining customers have emerged.

Availability ​

Consumers are now looking for brands which are known to be available and ready to serve their needs and wants. It is imperative to communicate with both current and future customers so as to prove to them that you still have a presence in the market.

Accessibility ​

Customers expect to be able to contact their favorite brands with ease. It is no longer a case of offering them a great in-house service. Your efforts to satisfy your customers should go beyond the onsite experience and expand into a virtual domain. Create a 360° presence on social media where you can offer a service that is as similar as possible to the one a customer might have enjoyed in-person.

Environmental practice​

Eco-friendly practices have become an important trend, and they are here to stay. Customers are increasingly choosing brands which share similar values to their own. Practicing sustainability can also help cultivate a long-lasting relationship with your customer as you build a connection on an emotional level.

Safety measures​

To foster loyalty, you need to show your customers that their health comes first. Communicate clearly the safety measures your brand has undertaken in respect of the COVID-19 pandemic. Consider creating contactless experiences for your customers to enjoy your products and services safely.

What does this mean for your brand?​

Now, more than ever, it’s essential to be mindful of your approach vis-a-vis your customers. Connect with them on a human level by creating a  space where one can freely communicate their concerns and queries.  
Invest in the right kind of marketing where your intentions are clear and your brand values are at the forefront.