When Leicester City won the Premiership, at the Etihad, Manchester City’s home ground, fans stayed to applaud Leicester players and manager off the pitch, despite the fact that they had just humiliated their team. This is in line with recent research that shows that single-brand loyalty is rapidly eroding in favour of multiple brand loyalty. Customers often partially defect and as a result there may be a much higher ROI in trying to increase customers’ share of spending with your brand instead of trying to maximize customer retention intentions. Brand loyalty is a team sport!
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