One of the many disruptions caused by COVID-19 is the change in consumer behaviour, which is challenging brand loyalty. The social distancing restrictions and lockdowns, and resulting financial uncertainty, caused many consumers to stop spending money on all but the most essential purchases. This resulted in more than half of Australian consumers changing their usual buying behaviour by purchasing from new stores or companies. (1)
As consumers look for lower prices and increased convenience, brand loyalty is less powerful, with customers prepared to try new brands and leave previously trusted brands behind. However, providing exceptional customer service can help overcome this risk, with 96 per cent of customers saying that customer service is important in their choice of and loyalty to a brand, which proves just how crucial it is to provide undeniable, consistent value to customers. (2)