In a world where every customer has a microphone, brand perception spreads faster than ever
Loyalty in customers matters in a couple of different places and in the world where everybody's got a microphone, a loudspeaker, basically because of social media and because of the way everybody's kind of interconnected in a more integrated way than ever before, the way consumers feel about your brand tends to cascade and go viral very, very quickly, good and bad, right?
In addition, they remain less prone to voluntary churn, so they become less receptive to competing offers from your competitors and they are more likely to recommend you to others. And the nucleus of recommendation because of social media is a much bigger ecosystem than it's ever been.
If somebody likes you and then 10 people like you and then 100 people like you and they make that feeling known, the most likely place they're going to make it known is on social media platforms, on LinkedIn, on TikTok and that will go viral and that will have a very positive reinforcement feedback loop to your brand and your ability to sell in your market overall.
So you're going to have a very positive secondary impact on your ability to grow and how your brand is received.