Skip to content
All posts

How Brand Values Can Affect Customer Loyalty

Values help define a brand and what it stands for.  When brand values align with customer beliefs, a positive emotional connection can be developed, leading to increased customer loyalty.


Why Are Brand Values Important?

Brand values are important for a variety of reasons.  First, they help to define the brand and what it stands for, which helps with differentiation from competitors. Additionally, brand values can align with the values and beliefs of customers, building trust and loyalty between the customer and the brand. 

Additionally, brand values can also help to create a sense of trust and credibility with customers, which is important for building long-term relationships with customers. Brand values can also help to guide decision making within the company and ensure consistency in how the brand is presented to the public. Finally, brand values can also play a role in attracting and retaining employees, as they may be more likely to want to work for a company whose values align with their own.


What Can Happen When a Brand’s Values Do Not Align With the Customers?

If a brand's values do not align with those of its customers, it can have a significant impact on the brand's reputation and overall success. Some possible effects include:

  1. Negative Brand Reputation: If a brand's values are perceived as controversial or offensive, it can lead to negative publicity and a damaged reputation.
  2. Loss of Sales: If a brand's values are not aligned with those of its target market, it may struggle to attract and retain customers.
  3. Potential for a Boycott: If a brand's values are not in line with the customer's values, the customers may choose to boycott the brand and not purchase any products from the brand, this could lead to a significant loss of revenue.
  4. Legal Issues: If a brand's values do not align with those of its customers, it may be viewed as discriminatory and the brand may face legal issues.

It is important for a brand to align its values with those of its customers, in order to build trust and loyalty among its target market and avoid negative consequences such as those outlined above.


What are the Benefits of Customer Loyalty?

  1. Increased Lifetime Value of the Customer
    1. Loyal customers benefit a brand in numerous ways.  For starters, loyal customers are more likely to make repeat purchases, providing a steady stream of revenue for the brand.  Because they trust the brand, they are more open to purchasing additional products or services in addition to their original purchases, meaning that they also tend to spend more money over time.  Because they feel a sense of loyalty to the brand, they are less likely to switch to a competitor and are more likely to leave positive reviews and recommend the brand to family, friends, and other people.  
  2. Reduction in Marketing Costs
    1. There are a few different ways that customer loyalty can lead to reduced marketing costs.  First, it is less expensive to retain existing customers than to acquire new ones because the company can develop more targeted marketing campaigns rather than more generic acquisition-focused ones.  Because the brand and customer know each other well, the personalized and targeted campaigns have higher chances of conversion and success.
  3. Greater Understanding of Customer Needs 
    1. When customers feel loyalty toward a brand, they are more likely to be willing to communicate with them and provide feedback.  Regular communication with loyal customers and listening to their feedback can help a business understand their needs and preferences better and adjust their offerings accordingly.  Additionally, the brand can analyze the purchase history of its customers to see which products and services appeal to them.

By aligning its values with those of its customers, a brand can build trust, attract new customers, differentiate itself from competitors, create a positive reputation, and make a positive impact on society.


More About aiCommerce

aiCommerce is a global digital marketing agency with a focus on retail and eCommerce marketplaces.  With decades of experience, aiCommerce can help your brand grow across eCommerce channels to gain brand awareness and increase sales, all backed by our 90-day guarantee. Now is the perfect time to utilize our eCommerce experts to help grow your business. Click the button below to qualify for a free listing audit from aiCommerce to jumpstart your eCommerce growth!