Facebook shares how COVID-19 and subsequent lockdowns disrupted brand and shopper habits with many people finding different options. These unanticipated changes have led to many brand and customer relationships being tested. In a recently released infographic, Facebook shares how brands can improve customer loyalty in these times of rapid change.
Online shopping and e-commerce have seen unprecedented growth in the height of the COVID-19 pandemic with many South Africans now going online for basic items. In the first half of 2020, FNB reports that the average e-commerce spend increased by 30% in comparison to the same time in 2019. According Business Insider, Rand Merchant Bank predicts that the e-commerce sector’s value to surge by 150%, to R225 billion, within the next five years.
With such growth predicted in the industry, it worth noting that the Facebook report says “46% of online shoppers say they love brands that give them exclusive sales on products or services in exchange for their loyalty.” This can also be largely driven across social media through custom engagement that rewards customers.
The report further states that “56% of consumers globally say it’s very important that the brands they buy from support the same values they believe in” which can demonstrated in various ways. Brands that show their human side on social media with their customers’ hearts, minds and share of wallet.
Take a look at the findings below:
You can also download the report here.