30+ Brand Loyalty Statistics: What Keeps Customers Coming Back in [2025]

Are you aware that acquiring a new customer costs 5 to 7 times more than retaining an existing one? And it is not surprising to note that 75% of consumers favour brands that offer loyalty rewards. 

And there is not one answer to the question, ‘With endless options available, why do customers stay loyal to certain brands?’ 

So, building brand loyalty is more challenging than ever. From reward programs to emotional connections, let’s explore the latest brand loyalty statistics shaping the market today.

Key takeaways

• 75% of consumers say they favor brands that offer loyalty rewards.
• 56% of customers will pay more for a brand they trust, even if cheaper alternatives exist.
• 88% of consumers require at least three purchases before they consider themselves loyal.
• 65% of a company’s business comes from existing customers.
• Customers with an emotional connection to a brand have a 306% higher lifetime value.
• Loyalty program members spend 12-18% more than non-members.

General brand loyalty statistics

Loyal customers are the foundation of any successful business and here’s what the latest data says about customer retention and repeat purchases:

1. Note that retention is crucial as 65% of a company’s revenue comes from existing customers.
2. Acquiring a new customer costs 5 to 7 times more than retaining an existing one.
3. 59% of consumers say that once they are loyal to a brand, it takes a lot to change their minds.
4. 90% of customers are likely to recommend a brand they trust to others.
5. Companies that prioritize customer experience increase customer retention by 42%.
6. 72% of millennials are willing to switch brands for better customer experience.
7. 83% of customers expect brands to offer personalized experiences to maintain their loyalty.

Consumer behavior in brand loyalty statistics

What derives customers? Are you looking to find what will bind your customers to you?

Interestingly, 79% of consumers say they stay loyal to brands that understand and care about them.

53% of customers prefer brands that align with their personal values.

45% of consumers agreed that they will unfollow or abandon a brand if they receive too many promotional messages. Are you one of those?

And you must know about this latest trend where 67% of Gen Z shoppers are more likely to stay loyal to brands that support social causes.

76% of consumers will choose a brand with a strong customer service reputation over competitors.

Brand loyalty and customer rewards programs

Does customer reward still work? Let’s see what the numbers have to say:

Note that 77% of consumers say a good loyalty program makes them more likely to stay with a brand.

58% of customers join loyalty programs primarily to earn discounts or rewards.

42% of loyalty program members are willing to pay a fee for exclusive perks.

Customers enrolled in loyalty programs spend 12-18% more than non-members.

69% of consumers say they are more likely to recommend a brand with a strong loyalty program.

Latest brand switching trends

Here’s when customers are most likely to jump ship:

80% of consumers say poor customer service is the #1 reason for switching brands.

53% of customers have agreed that they have switched brands due to price increases.

68% of shoppers say they are open to trying new brands if they see a better deal or promotion.

42% of consumers say a single negative experience can cause them to leave a brand permanently.

Emotional connection & brand loyalty statistics

According to data, 70% of emotionally connected consumers spend twice as much on brands they love.

Customers with strong emotional ties to a brand have a 30% higher lifetime value.

45% of consumers say their loyalty is influenced by how much a brand aligns with their personal identity.

Brands with strong emotional connections can retain 60% more customers during economic downturns.

How brand loyalty differs across industries

Did you know that 78% of customers in telecom industries tend to be loyal to their companies? And this percentage is 75% in the banking sector. 

What challenges are faced in maintaining brand loyalty?

It is not a cakewalk to maintain brand loyalty. Brands face multiple challenges, like

• 60% of consumers will leave a brand after two poor experiences.
• 53% of consumers say they don’t trust brands to use their data responsibly.
• 42% of customers switch brands due to lack of personalization.
• 90% of consumers expect brands to respond within 24 hours on social media.

Conclusion

Brand loyalty isn’t just about great products—it’s about trust, consistency, and delivering exceptional customer experiences. With personalization, strong customer service, and ethical practices, brands can turn one-time buyers into lifelong customers. The data is clear: investing in brand loyalty leads to higher profits, lower acquisition costs, and a stronger reputation.

FAQs

What factors influence brand loyalty?

Customer experience, rewards programs, emotional connections, pricing, and trust play a major role in brand loyalty.

How do loyalty programs impact consumer spending?

Loyalty program members typically spend 12-18% more than non-members, making them a valuable asset for brands.

Why do customers switch brands?

Poor customer service, price increases, lack of personalization, and better deals from competitors are common reasons for brand switching.

Which industries have the highest customer loyalty rates?

Industries like subscription services (81%), hospitality (78%), and banking (75%) see the highest retention rates.

How can brands increase customer loyalty?

Providing excellent service, offering personalized experiences, creating strong loyalty programs, and aligning with customer values can help retain customers.

Sources

1. Harvard Business Review. Customer Retention Studies
2. Nielsen. Consumer Trust Report
3. Salesforce. The State of the Connected Customer
4. PwC. Customer Experience Trends
5. McKinsey. Gen Z and Brand Loyalty
6. Bond Loyalty Report. Loyalty Program Effectiveness
7. Sprout Social. Social Media and Brand Engagement
8. Edelman Trust Barometer. Brand Trust Insights