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Identifying the Most Important Factors That Contribute to Customers Switching to Another Brand
Ghaleb, Arwa
Ghaleb, Arwa
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Abstract
Customer loyalty is crucial to the success of a brand because loyal customers can grow a business faster than sales and marketing, as customer loyalty is the result of customer satisfaction, positive customer experiences and the overall value of the goods or services that customer receives from the business. Customer loyalty has many benefits, the most prominent of which is increased in business, as you are more likely to repeat your business with loyal customers when the service becomes the right fit for their needs, plus since they develop a stronger connection to your business, they are more likely to make larger and more expensive purchases. However, customer loyalty is also the most effective way to protect your business from competition. Loyal customers are committed to your company; This means that you don't have to worry too much about losing your customers, especially for one-time deals or new competitors, since when you can establish a connection with a customer, you don't necessarily have to be the biggest company or get the best rates, as often it's possible for smaller businesses. It competes with big companies mostly by taking advantage of customer loyalty. Also, when errors or quality problems arise, loyal customers will give you the benefit of the doubt and stick with your business, of course if you abuse their loyalty and continue to provide poor service, they will eventually leave, however by increasing customer loyalty, you can avoid the repercussions of one-time disasters. Despite this, there can be several reasons that affect the loyalty of customers and make them lose confidence in your company or product that you offer. Through this research, we found that one of the main reasons that lead to the loss of customer loyalty and make them switch the brand is the products quality first, and advertisements second.