What is customer loyalty?

Customer loyalty refers to a customer's commitment to repeatedly repurchase from a specific brand or company, showcasing a preference for that brand over competitors. This loyalty is often built through positive experiences, consistent quality, and effective customer engagement, leading to long-term relationships rather than just simple transactional interactions.

In contrast, a one-time purchase from a brand does not indicate loyalty; it may simply reflect a single positive experience or a particular need at that moment. The level of discounts offered to returning customers relates more to promotional strategies rather than the inherent loyalty of customers. While discounts can incentivize return visits, they do not alone create a loyal customer base. Lastly, the frequency of social media interactions might suggest engagement but does not necessarily translate into commitment to repurchase, as a customer can engage with a brand online without making any purchases. Overall, customer loyalty is fundamentally about ongoing patronage and a deeper connection to the brand.