A consumer centric framework that gives you actionable loyalty insights, find out more when you download the
Epsilon Loyalty Index - Australia 2022 report
Given the high role of Share of Mind, novelty is important in this category. Are brands doing enough to regularly convey 'newness' to consumers?
Share of Heart cannot be ignored. 17% of behavioral loyalty derives from ‘enjoyable experiences.’ Brands can experiment with ‘touch and feel’ experiences like free facials and beauty tutorials.
Consumers are not all value-focused, like we imagine! Interestingly, Share of Heart plays a role. and consumers like to have their needs understood.
Despite consumers tending to stick to one brand for life, Share of Heart contributes 20% to overall behavioral loyalty, giving new brands the window to increase loyalty via emotional engagement.
Best-selling marketing consultant, Roy H Williams says “The first step in exceeding your customer’s expectations is to know those expectations.” Epsilon Loyalty Index empowers brands to know the diverse world of consumer drivers, measure themselves against them, and keep raising their loyalty game.
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