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← Back to IdeasThe Four Dimensions of Loyalty

Prior loyalty research—our own and others’—is replete with information and consensus on how to optimize loyalty programs and the communications that surround them, but that translates imperfectly into a nuanced grasp of loyalty itself.
Combining that learning with Ogilvy's original research and wisdom on brand impact, however, led us to surmise what a loyalty armature might look like. We recognized that it is not just a reciprocal relationship between brand and consumer, bringing benefits to both parties in equal measure. Looked at from a less transactional perspective, loyalty is an expression of individual and group psychology experienced in the context of culture, and it has four dimensions.
We surveyed over 3,500 people across seven markets who have a favorite brand in at least one of five categories (financial services, technology, travel and transportation, retail, and accommodations and entertainment) to find out what really drives brand loyalty today.
Download and read our new research report The Four Dimensions of Loyalty: How fostering Principle, Potential, Culture and Community increases customer loyalty — without a rewards program.