A significant 32% of customers would abandon a beloved brand after a single bad experience. Brand loyalty is shifting from emotional attachment towards functionality-first experiences. Consumers now prioritize practical aspects, particularly among Gen Z and Millennials. Over 75% have altered their buying behaviors since the pandemic, often switching brands for better availability, value, or digital service. As a result, brands must rethink loyalty beyond mere marketing and instead as a product feature, where convenience and functional design are paramount for retaining consumers.
32% of customers say they would walk away from a brand they love after just one bad experience, no matter how long they've been loyal.
Emotional loyalty is losing ground to functionality-first experiences. Today’s consumers, especially Gen Z and Millennials, are loyal to experiences, not just feelings.
More than 75% of consumers have changed buying behavior since the pandemic began, with many switching brands due to availability, value or digital service quality.
Functionality defines loyalty. Amazon is trusted for delivering tangible functions like free returns, one-click ordering, and fast shipping that keep customers coming back.
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