Passikoff: This is Your Loyalty on Caffeine

In tough times – have there been tougher times than the recent pandemic? – customers are six times more likely to stick with products they’ve been loyal to in the past and snub the new entry, even if Coca-Cola is part of its name.

Posted 2021-06-15

Passikoff: Investing Along Loyalty Lines

Loyalty is not only a leading-indicator of consumer behavior, it’s also axiomatic. As loyalty increases, emotional engagement drives positive consumer behavior.

Posted 2021-06-01

Passikoff: The Winning Strategies of the Streaming Wars

Almost two-thirds (63%) of American households have an Netflix account. And probably a lot more watch if you factor in the ones using someone else’s login.

Posted 2021-05-18

Trump’s Consumer and Political Brand Favorability Decreases: Consumer Marketplace -5%, Political Arena -8%

Consumer & Political Values Don't Mix: 100-Days Out-of-Office Brings Big Changes For Trump Brand: Both Consumer & Political Favorability Down Significantly.

Posted 2021-05-04

Passikoff: Customer Expectations – Smartphone Edition

You need to be a brand that meets customer expectations and emotionally engages. That's different from being technologically-advanced.

Posted 2021-05-04

The role of brand: COVID-19 vaccines

What role will brand name play in the rollout of the COVID-19 vaccines?

Posted 2021-04-27

Passikoff: Sports Fan Loyalty had a Rough Year

Our percentages indicate the contribution each loyalty driver makes in today’s pandemically-modified arena where leagues currently vie for fan loyalty.

Posted 2021-04-20

Passikoff: Does this make me look Fatuous?

These days it seems a lot of “fatuous” stuff gets crammed into surveys. Digital surveys seem to have made that easier.

Posted 2021-04-06

Passikoff – What Your Hot Dog Says About Your Loyalty

There’s been a lot of talk recently about how brand loyalty is disappearing. I don't think that’s true. I believe lots of things in the 21st century and over the past 30 years have morphed.

Posted 2021-03-23

Brand Loyalty Here To Stay -- But Now It's 'Emotional Engagement'

A recent spate of articles have declared that brand loyalty is in jeopardy, or even -- as suggested recently in a commentary in this publication -- “on its way out.” The reality is, brand loyalty not only exists, but is a measurable, leading indicator of consumer behavior and brand profitability, and is not going away anytime soon.

Posted 2021-03-22

Pandemic Creates Ultimate Stress Test for Retail Brands

Our 25th annual Brand Keys Customer Loyalty Engagement Index survey found rigors created by the 2020 marketplace produced two loyalty challenges for retailers.

Posted 2021-03-22

Passikoff: Brand Loyalty Bragging Rights

I was getting ready to brag. Not about myself, but about predictive metrics. Ones that identify consumer values and expectations describing how consumers will view, compare, and buy in categories. “Buying” being critical, given branding and marketing are businesses and not hobbies. Predictive values and expectations describe what consumers truly desire, then serve as a yardstick of how well they see your brand delivering. OK, enough evangelizing. Time to brag.

Posted 2021-03-09

2020: The Ultimate "Stress Test" For Brands

COVID-19, the economy, sheltering-in and working-from-home, some things open, others closed, not to mention the politicization of, well, everything, has put extra stress on all brands. What should a brand do?

Posted 2021-03-05

Passikoff: Consumer Expectations are the North Star

Metaphorically speaking, your North Star should lead you to activities that cause your brand to better meet – even exceed – expectations consumers hold for the drivers of engagement and loyalty in the category in which you compete.

Posted 2021-02-23

Passikoff: How Netflix Got You Glued to Your Screens

Netflix was #1 in the Streaming Video category, so we’d pretty much presume Netflix was going to do pretty well in their category. And they did. Most recently they added more than 200 million subscribers.

Posted 2021-02-09

Passikoff – What Does Customer Loyalty Look Like in 2021?

Loyalty has changed but it has not vanished. It has been transmuted through changes by consumers born hotwired to the internet.

Posted 2021-01-26

Passikoff: The Bare Naked Truth about Your New Year’s Resolutions

It’s that time of year when people make New Year’s resolutions. You know, those promises that go in one year and out the other.

Posted 2021-01-05

For Retail Brands, Loyalty is Stronger Than the Pandemic

Whether a brand survives uncertain circumstances like the pandemic comes down to how much loyalty the brand engenders with its customers.

Posted 2020-12-22

Passikoff: Brand Trends You Can Bank On In 2021

As marketing lore has proven, an ounce of insight ultimately turns out to be a real treasure.

Posted 2020-12-22

Brand & Marketing Trends For 2021

For the past 35 years, Brand Keys, has conducted a year-end examination of our independently-validated loyalty and engagement metrics from 100,000+ consumers who participated in our surveys.

Posted 2020-12-15

Passikoff: Brand Innovation is a Really Big Deal

When new brands do show up in our innovation survey it’s a big deal. A really big deal. Consumers’ views of innovation have become bigger deals these days because innovation has a very definite half-life.

Posted 2020-12-08

Passikoff: Black Friday is Getting a Little Grey

Tracking indicates Black Friday shopping has decreased over the past 10 years, replaced the rest of the year, pre-pandemic, with one in three consumers reporting shopping online at least daily.

Posted 2020-11-23

Passikoff: The Brand Engagement Silver Bullet

Today – market research-wise – the term “silver bullet” stands for a simple, immediate, seemingly miraculous triumph over a complicated problem – a kind of one-solution-fits-all-and-satisfies-everyone resolution. In the real world, in the real marketplace, among real consumers it rarely exists, because consumer complexity and category specificity usually impede a silver bullet’s velocity.

Posted 2020-11-10

Electoral Engagement Vote Is In: Biden 88%, Trump 74%

The Truth About How Voters See The “Ideal” President.

Posted 2020-10-26

Passikoff: DIY Presidential Prognostication

In this column I’m going to talk to you through D-I-Y Presidential Prognostication. Why? Because there’s a U.S. presidential election coming up. No, really. It’s been on all the news.

Posted 2020-10-13

Unobtrusive Measures: Passikoff on What Consumers Aren’t Telling You

No one should approach the temple of marketing research with the soul of an accountant.

Posted 2020-09-29

Loyalty Deniers: Passikoff on Winning Real Brand Loyalty

Brand loyalty not only exists, but is a measurable, leading-indicator of brand profitability -- my response to recent article that expressed the opinion that, aside from fixated fans, there's no such thing as brand loyalty.

Posted 2020-09-15

Dying is Easy: Passikoff on Brand Differentiation

Do enough advertising and consumers will eventually become aware of your brand - but awareness alone is the longest route to profitability.

Posted 2020-08-31

Look down the Road: Passikoff on Consumer Values

Consumers are pretty much unable, and often unwilling, to articulate the kind of meaningful consumer values that allow you to get a good look down the road.

Posted 2020-08-17

Goya-Gate: Passikoff on Brands and Politics

Research has shown consumer brands are – or should be – apolitical. I’m talking politics, not Corporate Social Responsibility. There’s a difference. The minute your brand takes a political stand, one group of consumers or another is going to hate you. Not sometimes. Not often. Always!

Posted 2020-08-03

The Loyal Opposition: Passikoff on Market Research

Loyalty isn’t as nebulous as you might think. But it’s also not a lot of things.

Posted 2020-07-23

Likelihood of COVID-19 Brand Survival Correlates 6X With Brand Loyalty

Retailing has changed dramatically over the past decade but loyalty has always been a leading-indicator of positive customer behavior toward a brand.

Posted 2020-07-16

Consumer expectations explode (again)

Consumer expectations are up again. A lot. Why should that matter to marketers? Because “expectations” are a key determinant of customer loyalty, marketing success, and brand profitability.

Posted 2020-07-13

Chuck E Cheese Needs Some Pizza Love During The Pandemic

Chuck E Cheese Needs Some Pizza Love During The Pandemic.

Posted 2020-06-19

If There’s No Experience, Is Starbucks Still Starbucks?

Starbucks has re-opened, but you can’t enter the stores, you can’t sit down, and you certainly can’t linger. So, what’s the difference between Starbucks and a corner coffee cart or a diner pick-up?

Posted 2020-06-08

Is Starbucks still Starbucks?

Now that the pandemic has forced Starbucks to change its operating model, Brand Keys' Robert Passikoff wonders what's the difference between Starbucks and a corner coffee cart? Fast Casual.

Posted 2020-06-04

How To Avoid Bankrupting Your Brand or What Happened to JC Penney?

According to the 2020 Customer Loyalty Engagement Index, J.C. Penney has been #8 (of 8 sector brands we track) when it came to customer loyalty for the past 4 years.

Posted 2020-05-26

How to Avoid Bankrupting Your Brand

It’s an unfortunate byproduct of the COVID-19 crisis. Ill health of and the ultimate passing of brands. Business2Community, by Robert Passikoff.

Posted 2020-05-22

Did Fading Brand Loyalty Foreshadow J. Crew’s Chapter 11?

The January 2020 Brand Keys Customer Loyalty Engagement Index ranked J. Crew # 19 out of 20 Retail Apparel brands they tracked for sector loyalty.

Posted 2020-05-11

Loyalty a leading indicator of J. Crew Chapter 11 filing

The combination of an overly-intense focus on fashion while taking their eyes off the quality-for-value portion of the equation has resulted in a mass loss of loyal customers. SME News, by Robert Passikoff.

Posted 2020-05-08

Coronavirus and Your Brand Strategy

My take - and advice - on how brands need to manage through the current coronavirus crisis is much-needed perspective right now.

Posted 2020-03-30

Pandemic Verdict: Keep Marketing Your Brand

The COVID-19 pandemic is bad, and it affects everybody and every brand. But this is not the time to stop supporting your brand.

Posted 2020-03-30

Brand Loyalty Drivers are Growing, More Complex

Brand loyalty is growing – not shrinking. But brand loyalty drivers are also becoming more complex and harder to sustain.

Posted 2020-01-29

Brand Keys 2020 Customer Loyalty Engagement Index: Brand Loyalty Is Growing, but Is More Complex and Harder to Sustain

By Restaurant News

Posted 2020-01-28