29/07/2021
Consumers show similar emotions in relationships in brands as they do with other humans.
🔸There are two different types of consumer-brand relationships: exchange relationships and communal relationships.
🔸If you want to maintain consumer brand loyalty, you must provide value to your customers.
🔸Brands must understand their consumers so they can provide them value in the way they expect it.
Consumers' relationships with brands are not all that different from relationships with people. Some you genuinely care about, while others are in your life simply because you depend on them. For marketers, understanding the difference between the two kinds of relationships is essential to making sure you know how to deal with your customers.
Marketers who realize this will be in a better position to retain customers and improve the perceptions of consumers who are unhappy with a brand's service or product.
