Back towww.1to1media.com

Welcome to 1to1 Media — a multimedia resource
for CRM and Customer Experience Professionals.

  • Marketing Research Articles
  • CRM Best Practices
  • Customer Strategy Trends
  • Emerging Business Tactics

New to 1to1 media? Please sign up for our FREE weekly e-newsletter by clicking here!

Sign up for our free weekly e-newsletter

Join over 132,000 business professionals
View complete articles Receive newsletter
Read web exclusives Watch podcasts


Ginger Conlon | October 4, 2010

Consumers Love Gadgets, Cosmetics, Shopping--and Vodka

Brand Keys recently released its 2010 Customer Loyalty Engagement Index. It's an interesting list that got me thinking about emotional loyalty versus loyalty based on price or convenience.

Brand Keys polled 35,000 consumers about their affinity toward 501 brands in 71 detailed categories (not just breakfast cereal, children's breakfast cereal, for example). A quick examination of the top 100 showed that customers love their tech toys, their cosmetics, their favorite retailers, and they have a real affinity for their preferred vodka.

Eight vodkas made it into the top 100 brands; only two automobiles, two coffee brands, and one beer shared that status. Also among the top brands were more than 20 cosmetics and moisturizers, about 20 telecom and tech products of various ilk, and about a dozen retailers (stores, catalogs, and online).

"A Brand Keys Note," the email that announced the results, said," Well, we've long known that loyalty is absolutely driven by emotion. But based on this year's Brand Keys Loyalty Leaders List it's absolutely clear that when it comes to loyalty (and brand profitability), consumers are looking to emotionally connect more than ever before."

I have to disagree, in part. Yes, there's obviously a great deal of emotional loyalty on this list. I'm mean, hey, Bounty paper towels is ranked 95. How many paper towel brands can say they've capture consumers' hearts enough to even come to mind as a preferred brand?

But loyalty is just as likely driven by convenience or price than by emotion. I'll always go to the deli around the corner for a soda because it's the closest deli to my house. But I'll always choose a Coke over a Pepsi, because, well, Coke Adds Life. I can have Coke and a Smile. It's emotional.

For this reason I found interesting the mix of top brands:

1. Apple's iPhone
2. Samsung wireless handset (which one was not specified)
3. Wal-Mart
4. Grey Goose vodka
5. Apple (for its computers)
6. Hyundai
7. Amazon.com
8. J. Crew (its catalog)
9. BlackBerry
10. Avis

There are definitely many brands on this list that capture emotional loyalty. With all the ups and downs of the iPhone, it's still tops the list. BlackBerry is among the laggards when it comes to offering a touchscreen handheld, yet BlackBerry users (me among them) hold steadfast to their love of the device.

Then there's Wal-Mart. Of all those who shop at Wal-Mart, my guess is that a handful of folks feel emotionally loyal; perhaps they feel that they're smart shoppers who know where to find the best deal and Wal-Mart supports that with its branding. The vast majority are there for price. If Target or K-mark or the local supermarket sells that toothpaste or cereal or dog food for less, those shoppers are going there instead.

The four major search engines also made the top 100, but really, are people emotionally loyal to Bing, or do they use it simply because it's woven into Internet Explorer as the default search engine? My guess is that, mostly, it's the latter.

Are vodka drinkers emotionally loyal to Grey Goose, or is it riding the wave of being not just smooth, but also being trendy. Remember back when Absolut (now ranked 140) absolutely ruled the category?

One unexpected ranking: Dunkin Donuts' coffee was, not surprisingly, ranked 14 (it is, after all, the top selling coffee in the U.S.); but I was shocked to see Starbucks ranked 451, considering coffee drinkers' affinity for the brand. For example, I've been to countless events where attendees have eschewed the free coffee to stand in line--a long line--to buy Starbucks instead.

Ultimately, the benefit of a list like this is to get you thinking: Can customers live without your brand? Do they "need" it, whether they can explain why or not? Have you created an experience that, whether through convenience, service, product, or price, will make your brand number one in its category? If not, what do you need to do differently?

Did you enjoy this content? Sign up for our FREE weekly e-newsletter by clicking here!

Comments

Note: All content within this website is the property of 1to1 Media. Any use of materials, except for social media sharing (Tweets, Facebook posts, etc.), without the prior written consent of 1to1 Media is strictly prohibited.

Follow us on 1to1 Media on Twitter 1to1 Media on Facebook 1to1 Media on LinkedIn 1to1 Media on YouTube
X

Subscribe for our Free e-newsletter and get the latest in CRM strategy delivered weekly to your inbox! Subscribe now!

X

Did you enjoy this content?
Sign up for our FREE e-newsletter!