Brand loyalty as a result of epic customer experiences

The goal of many brands is to have a loyal consumer base who will be repeat consumers and champion the brand within their networks. A loyal customer not only helps sell your brand but costs less to retain due to their established affinity with your brand and its portfolio of products or services. Brand loyalty ultimately demands a quality product that exceeds consumer expectation and is reliable throughout its life be that measured in seconds or in decades. The art of managing the customer experience though is increasingly relevant for loyal customers as a poor customer experience will only be tolerated for a limited period. Conversely average products with epic customer experiences can leverage a loyal consumer base. If you can afford to deliver outstanding products and services and also epic customer experiences this is optimum for customers but an epic customer experience could be worth the investment on an average product ahead of further product development. Customer experience improvements may prove easier and cheaper to implement and result in a more powerful business case.