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Photo by Kevin Bergen on Unsplash

Marketing efforts during the post-purchase stage to build customer loyalty and advocacy are critical for brand growth and resilience.

The Post-Purchase Phase

The Loyalty/Retention Phase

Repeat Purchases

Customers in the loyalty phase are repeat buyers. They are not just one-time purchasers but have made multiple transactions with the brand.

High Customer Satisfaction

Loyalty-phase customers are typically highly satisfied with their previous interactions with the company. They’ve had positive experiences and are happy with the products or services they’ve received.

Preference

Loyalty-phase customers actively choose the brand over competitors. They have a preference for the brand’s products or services. The brand is their first choice, always.

Engagement

Positive Feelings

Emotions play a powerful role in our purchase decisions and what brands we decide to give our loyalty to. But these feelings can drive us to more than just loyalty. When deep enough, they can turn customers into brand advocates.

Brand Advocacy

Emotional Customer Loyalty

Key characteristics of the brand advocacy stage

Higher Lifetime Value

Feedback and Collaboration

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