Building brand loyalty in a digital age

Why brand loyalty?

12-18

months

3 steps to loyalty heaven

1. Product that delights

3. Build a relationship

2. Get top-of-mind

Hungry for info Hungry for support Hungry for progress

Pre Pregnancy Baby Weaning Toddler

Excite-ment

Secret

Off to theshops

Labourworries Coping Developing a routine Back to work?

Desire for progress

Building a relationship

Articles & toolsArticles & tools

First impressions count

Personalise and tailorPersonalise and tailorForums & FriendsForums & Friends

Common approach, different brands

Pre Pregnancy Baby Weaning Toddler

…in a digital age…Interaction, self-expression

Live chat

Integration

Cost => frequency

Less is more

100% digital

Changes afoot

You come to us

Search optimisation

1:1

Word of mouth

We come to you

Search as loyalty driver

1:1 in public

Online chat

Babyexpert.comBabyexpert.com

I was just wondering what you ladies are planning on doing with regards to milk now that our little one's are hitting 1 year. I had intended moving Olivia straight onto cow's milk but today i've found a leaflet for Growing Up Milk. What are you ladies planning on doing? Claire xxx

What my health visitor suggested was to continue offering Nick his food mixed with cows milk and gradually start introducing cows milk. Hope this help. xxx Bubbly

I'll be going straight to cows milk! Lemon Cupcake

My HV said that growing up milk is just a marketing ploy, but babies don't need it as they'll be getting all the nutrients they need from their food (or should be!) Amy and Ruby xxx

That Cow & Gate advert annoys me!!!! It sucks in mothers who worry about giving their child all they need to grow. Iron is found in a lot more things than just milk so as long as Ruby has a varied diet she won't have to drink gallons of milk. Lemon Cupcake

Thanks Ladies! Much appreciated as always. Claire x

1. Product that delights

3. Build a relationship

2. Get top-of-mind

Building brand loyalty in a digital age