Many other factors can drive up market share, including poor performance by competitors or pricing issues. Customer loyalty is not repeat buying or habitual buying. Many repeat customers may be choosing your products or services because of convenience or habit. However, if they learn about a competitive product that they think may be less expensive or better quality, they may quickly switch to that product. Now that we know what does not constitute customer loyalty, we can talk about what does.
Customer loyalty is a composite of a number of qualities.
It is driven by customer satisfaction, yet it also involves a commitment on the part of the customer to make a sustained investment in an ongoing relationship with a brand or company. Finally, customer loyalty is reflected by a combination of attitudes and behaviors. A willingness to recommend the company to others. A commitment to the company demonstrated by a resistance to switching to a competitor. Purchasing more and different products or services from the same company.