Customer Loyalty

• Customer loyalty is a positive relationship between a

customer and a business. It’s what drives repeat
purchases and prompts existing customers to choose
the same company over a competitor offering similar
benefits.
• Customer loyalty is a measure of a customer’s likeliness
to do repeat business with a company or brand. It is the
result of customer satisfaction, positive experiences, and
the overall value of the goods or services a customer
receives from a business.
• https://www.qualtrics.com/au/experience-management/customer/customer-loyalty/
• https://sendpulse.com/support/glossary/customer-loyalty
Loyalty Status

Hard core Loyal

Split Loyal
Shifting Loyal
Switchers
 Hardcore Loyal:
• These are those buyers who buy only one brand all the
time. Customers show their strong desire and use the
same brand always. Since they feel comfortable and
sense pride by using the product, people become
hardcore loyal towards the product.
• For example, there are large numbers of customers who
only prefer to wear and buy Nike shoes not the other
brand shoes available in the market. Apple, John
Players etc.
http://mngtnote.blogspot.com/2015/09/identify-four-market-segment-groups.html
 Split Loyal
• These are those customers who are loyal to two or three
brands. After making the comparison from among two
or three brands, the consumers decide to purchase the
product.
• Split loyal are those customers who use more than one
brand. Their loyalty is divided into two or three brands.

http://mngtnote.blogspot.com/2015/09/identify-four-market-segment-groups.html
 Shifting Loyal

• These are those customers who shift from one brand

to other. The consumers shift their loyalty from one
brand to another when they are not satisfied with their
previous product or due to various other reasons.
• These Consumers shift their loyalty from one brand
to anoth

For example, if the consumer in the past used Nike

shoes but due to some reason if he starts using
Reebok shoes, then this is the case of shifting loyal.er
 Switchers

• hey are those who show no loyalty to any brands. The

consumer doesn't care about any of the brands, they
just buy any products available in the market if found
at a reasonable price. For example, if a consumer
likes to buy shoes, he just buys any shoes available in
the market, with no concerns for brand image.
• These custmers are not brand specific,They may buy
any product of any brand.
• Thank you All