Customer Loyalty Is Declining. Here Are 4 Ways Founders Can Win It Back

Most shoppers report declining customer loyalty, but emotional connections can counter the trend. Multiple positive experiences with a company’s people, products, or services make customers more likely to return and more likely to share enthusiastic feedback online, influencing future buying decisions. Apple exemplifies how emotional bonds can outweigh price and even the inconvenience of waiting in long lines. Research shows many shoppers avoid locations with lines, yet Apple fans create lines because they feel emotionally invested in the brand experience. Organizations can build deeper connections by hosting live events that create emotional touchpoints and by using event technology that supports interactive expectations such as digital signage, VR headsets, and self-check kiosks.

"When asked about brand loyalty by eMarketer in 2025, almost two-thirds of survey participants said customer loyalty was on the decline. However, there's an antidote to this phenomenon: building emotional connections with your buyers. A shopper who has multiple positive experiences with your people, products, or services is more likely to come back. Plus, there's a higher chance they'll gush about your brand online, which can influence future purchases."

"Apple is an example of the power and profitability of an emotional customer-brand bond. People stand in hours-long lines to get their hands on the latest Apple products, regardless of how much they cost (they even used to camp out overnight, but that's no longer in vogue). For these customers, having a relationship with the company and its releases transcends price, even the value of their time."

"That kind of dedication is fascinating, especially when research shows that 82 percent of shoppers dislike shopping lines so much that they'll avoid a location with a line. But Apple's fans actively create lines because they feel emotionally invested in the brand's experience. Of course, Apple has grown its brand reputation and fan base over decades. If your organization is just starting out, here are four tips you can use to connect with your customers on a deeper level."

"Many brands offer real-time experiences like conferences, conventions, and entertainment-based events such as concerts or competitions to create controllable emotional touchpoints between themselves and their customers. As a frequent conference attendee, I've seen firsthand how much event technology shapes the overall experience. If you're considering holding an event, tap into the expertise of a partner with experience in the event tech space. Attendees expect to interact with technical elements like digital signage, VR headsets, and self-check kiosks. Adding attractions like drone shows can also help your even"

Read at Inc