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Survey: Frequency, delight important indicators of customer loyalty

BY Dan Berthiaume

Hackensack, N.J. – Frequency of customer visits and customer delight are crucial indicators of customer loyalty. According to a new survey of 1,000 adult U.S. consumers from branding firm Strativity Group Inc., almost 40% of customers interact with their favorite company at least weekly.

About a third of customers indicated that they had been surprised or delighted by their favorite company in the past year. Nearly eight-in-10 customers who have been “delighted” by their favorite brand say they are brand loyal, or an advocate, compared to just three-in-10 of customers who have not been delighted.

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