What effect can tech have on retention?

If we ever wanted any extra proof that we’re shifting into the consumer-led enterprise period, new information from Nielsen which delves into buyer disloyalty simply is perhaps it.

Research revealed within the Nielsen Global Consumer Loyalty Survey has discovered that 33% of European customers (36% within the US) say they like to strive new manufacturers, whereas an extra 56% – though extra loyal – additionally admit that they can ‘be moved to experiment.’

This pattern for brand-hopping amongst customers is a comparatively fashionable phenomenon. 40% say they’re extra more likely to strive one thing new than they have been 5 years in the past. Brand loyalists are a shrinking minority and corporations are having to double down on engaging exploratory customers and – crucially – retaining them.

40% of consumers are more likely to try something new than they were five years ago

Of course, your martech stack will go some method to serving to maintain this new crop of fickle clients loyal. Let’s dive into the Nielsen shopper traits to see what advertising and marketing applied sciences and methods can obtain this.

Omnichannel: All channels energetic for discovery and comfort

One of the important thing takeaways from this newest Nielsen information is the necessity for manufacturers to succeed in past so-called agency loyalists.

Beyond this minority of your model power-fans are the lazy loyalists, i.e. those that can be simply swayed by your rivals. And past them are the brand new, experimenting clients – those that would possibly drop by to strive you out.

A complete omnichannel technique is tremendous essential for these shopper teams. Potential clients usually tend to uncover and be enticed to you in case your model is on the market on the channels they use. And they’re extra more likely to make a purchase order if the trail to conversion is as brief, constant and straightforward as potential.

This comfort throughout all channels can be integral to retaining each new customers and the lazy loyalists – even at a time when the price of a services or products continues to be essential.

‘Consumers are enticed by price, but more likely to commit for the tangibles,’ the report states.

Underpinning a buyer expertise which is personalised and localized

We know that understanding our clients is essential. As I coated in my final piece, the Single Customer View (SCV) is the preferred kind of information platform amongst entrepreneurs in Europe.

The Nielsen report teases out some curious traits amongst customers which reinforces the necessity for good observe with information and analytics.

In the primary place, a customized buyer expertise which is enriched with information and is seamless throughout channels is essential to retaining the aforementioned lazy loyalists and new clients.

The report additionally highlights how essential native merchandise and experiences are to customers too. It finds that 7% say they solely purchase native merchandise, whereas an extra 49% ‘mostly buy local but will consider those from other countries as well.’ This is related to sure manufacturers greater than others. But good information can guarantee native origin can be leveraged and sufficiently focused – and it can additionally help with tailoring content material advertising and marketing to native traits and tastes.

Data and analytics: Building belief

Trust is one other key theme within the report. Clearly, within the context of massive information, customers should be assured that their private data is secure and revered.

In the model disloyalty context, Nielsen additionally finds that trust-building by social engagement, interplay, social accountability and transparency is significant too.

In each circumstances, if customers can make certain an organization is accountable with their information and with how they function within the bodily world then they’re extra more likely to persist with them. These virtues additionally resonate with potential new clients as nicely.


Loyalty is altering and it’s simple to see why. There is much less danger for customers to strive one thing new – and in lots of circumstances there are extra manufacturers to think about and to be admitted into the client repertoire.

The excellent news for manufacturers is that there’s extra martech accessible to giant and small corporations immediately to assist retain clients lengthy into the long run.

Omnichannel advertising and marketing not solely will increase the prospect of discovery of your model, but in addition promotes comfort for future repeat customized. Consumers can be enticed by worth, however they practically as typically stay loyal if the client expertise is simple and handy.

Data and analytics assist enrich the omnichannel buyer expertise. Consumers need the added effectivity of personalization, however are additionally – in lots of circumstances – drawn to companies supplying native merchandise and experiences. How nicely are these native wants being met by focusing on? And ought to localization be mirrored extra readily in on-line content material?

Nielsen additionally finds that belief is extra essential to clients than it ever has been. Can they belief you with their private data? Additionally, can they belief that you’re accountable and clear almost about how you use extra broadly?

If the reply to the latter query is sure, then customers are more and more more likely to discover your model – even when it means forsaking one other that’s giant or well-known. But, extra importantly, a trusted model can nonetheless be seen to construct loyalty – even within the age of disloyalty. The loyalists are doubtless nonetheless there, they simply is perhaps persuaded to stay round for various causes.

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