Price, Quality Not Driving Brand Loyalty Anymore: Accenture
The pandemic forced most consumers globally into “reimagining” shopping values, basing purchase decisions on factors “beyond price and quality,” reported Accenture Wednesday. It canvassed 25,000 adults in 22 countries December to February, finding 57% of “reimagined consumers” vow to abandon…
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retailers that don’t offer “new fast and flexible delivery options,” such as click-and-collect and curbside pickup. Half say they walked away from companies that “disappointed them by not providing enough support and understanding of their needs during challenging times.” As "the world reopens for business, the consumer we knew is no longer,” said Baiju Shah, Accenture Interactive chief strategy officer. “Today’s consumer desires a different relationship with a brand.”