Brand Loyalty and Advocacy

by cristinacuyegkeng

We all have our favorite brands and stores, things we have continued to purchase despite having an alternative. Why exactly is that? What keeps us hooked to these items or stores? So I asked myself, why do I continuously go back to MAC Cosmetics and Aritzia?

First and foremost, the products they provide are of an amazing quality. Because I have extremely sensitive skin, I am very careful about the type of products that I use. MAC has prided itself in providing long-wearing hypoallergenic products and they’ve become a brand that I trust with my skin – I wouldn’t think of switching brands. The same goes for Aritzia and their clothing. But quality is not the only reason why I advocate these brands, it’s about the experience I’ve had with them. A product needs more than just physical value to obtain loyalty and advocacy from its consumers – it needs a memorable experience as well. Drawing from Drew’s latest blog (http://www.drewsmarketingminute.com/) entry, I found that MAC and Aritzia follow the same things.

“People do business the people”: When I shop at these stores, I always have that one person who continuously checks up on me, someone who notes my mood and adjusts so that they become like-able to me. This follows onto “it being all about the costumer”. They advise me on products, note my preferences and provide me with excellent service until I have left the store. I noticed that they also keep the store and themselves well-kept. MAC and Aritzia sales people are always well dressed and try to maintain an approachable appearance. All in all, they have received my loyalty and advocacy by not only providing amazing products but also by providing an amazing experience which keeps me coming back.