Customer Experience & Community
How do you build brand loyalty when the product experience fails?
Answered independently in 2 episodes, by 2 different people. Every line below is verbatim from the transcript, timestamped to the moment it was said.
The short answer
What the archive says
01Never build loyalty on price - Kory's line is that if you compete on price, "then you're a gas station." source →
In their words
What 2 people actually said
And then, and then you try to like brand loyalty off price and that never where you can never brand loyalty on price, then you're a gas station, you know, like, no one does that.
I used to use this example at Mercedes and luckily we had great product, but somebody has a bad product experience because so much of the car and automotive brands are about the product itself. And I think our jobs as marketers and brand builders is how do you build love so that even if somebody has a bad product experience, they have such an affinity for your brand that they're going to stay loyal to you.
The episodes
2 episodes answer this
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