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Brand Loyalty Increases When Other Customers Look, Act Like Us

EAST LANSING, Mich. — The more other customers look and act like us, the more likely we are to stay loyal to a particular store or product, according to a groundbreaking study co-authored by a Michigan State University marketing expert.

Surprisingly, the presence and behavior of other customers is just as important to brand loyalty as customer service, said Clay Voorhees. As a real-world example, he noted the fact that Abercrombie & Fitch offered to pay troublemaking cast members of the MTV reality show “The Jersey Shore” to stop wearing its clothes. (more…)

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