Why brand loyalty matters 1.

Which of the following is

NOT a benefit of brand loyalty
According to The 2023 State of Social Media Report, the top mentioned in the article?
priority for business leaders in today’s economic environment is A) Consumers become more
building brand reputation and loyalty. choosy.
B) Your customers will not leave
As market competition heats up and A-consumers become pickier you for other choices.
about what they buy, brand loyalty helps D-ensure that your C) Your competitors cannot take
product or service doesn’t end up on the chopping block. The away your market share.
loyalty of your top customers is what keeps them from being D) Your brand will not be in a
tempted by other offers, acting as a protective shield that C- danger.
prevents competitors from chipping away at your market share. 2. What role does customer
service play in driving brand
How to build brand loyalty that lasts loyalty?
A) It makes a brand distinct (see
Glossary for meaning) from
There are plenty of marketing tactics that companies use to
others.
improve brand loyalty, including rewards programs, having a
B) It allows customers to always
strong brand story, community building and more.
receive the first-class service.
C) It makes the market crowded.
Let’s go in-depth on some of the best ways to build brand loyalty D) It provides spaces for people
that lasts. to ask questions and provide
feedback
1. Provide best in class customer service 3. Which of the following is
TRUE about the way to have
3B.Exceptional customer service is expensive—24/7 chat reps, an excellent customer service?
social-media managers, phone operators, support-ticket staff—but A) Staff are more important than
ensuring that customers always receive first-class service is an managers.
investment that drives the level of brand loyalty that generates big B) 24/7 chat reply is the key to
returns. In fact, in a crowded market, first-rate service that makes success and is worth investing
customers feel valued might be the only thing that sets a brand in.
apart from its competitors. 2D For customer service to maximize C) Customers’ feedback and
brand loyalty, customers must have access to user-friendly complaints have to be submitted
systems to submit feedback and register complaints—and a to human staff.
dedicated team of associates should be trained to address their D) There should be a
submissions promptly (see Glossary for meaning). combination between technology
and human work.
2. Find your brand voice and story 4. Which of the following is the
key to a brand voice according
4B.Create a unique voice that represents your brand and makes it to the article?
feel approachable (see Glossary for meaning) to people in your A) distinct, accessible and the
audience. Maintaining a consistent brand voice across all same all over
channels will make your brand more recognizable and B) memorable, approachable and
memorable. flexible
C) recognizable, unique and
3. Build a brand community flexible
D) consistent, unique and
As more people turn to digital spaces for connection and meaningful
conversation, brand communities present a major opportunity for 5. What is the purpose of the
businesses looking to cultivate loyalty. last paragraph?
The rise of community platforms call back to a time where the A) to explain the benefits
internet was solely for connection and conversation. People ask B) to analyze the causes
questions, provide feedback, cheer each other on—it’s behavior C) to give an example
D) to describe what people do in
that’s unique to what you’d find on your main feed. communities
6. What is the organization of
Brands that create their own communities can unite their fans to the article?
benefit from this high-quality engagement. A) causes and effects
B) reasons and recommendations
To see what this looks like in practice, check out Sephora’s C) time order
Beauty Insider community. Every day, thousands of makeup D) general to specific
fanatics turn to their fellow Beauty Insiders for advice,
recommendations and more. Community groups (like “Nailed It”
and “Best Hair Ever”) allow 5D community members to dive
deeper into specific interests with other knowledgeable shoppers.
It’s a place where questions are answered and friendships are
forged.

Glossary

Promptly (adj, adv) = quickly, in time

Approachable (adj) = easy to be reached

Distinct (adj) = different from all others

Critical thinking question

1. Think about a brand that you feel loyal to. What factors contribute to your loyalty? Are
any of the factors you mention related to one of the three factors in the reading article?
2. What do you think are 2-3 most important qualities of a strong brand?
3. Why do people buy brand although they could be more expensive? What
should be done if a brand starts to lose market share?

Question1 : the brand that i feel loyal to is Microsoft.

The factors :
- High quality
- Always update
- Good customer care
- Always help customer
The factors that i mention related to 3) BUILD A BRAND COMMUNITY

Question 2 :

- Brand Authenticity

- Brand Consistency

- Brand Differents of another brand

Question 3 : because :

- Quality and Reliability

- Brand Image and Status

- Trust and Familiarity

Should be do :

- Identify the reasons

- Improve customer experience

- Innovate and adapt

- Interact with customers