For Retail Professionals

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	June 9, 2004 Retailers That Win Consumer Loyalty by Carrie Johnson with Charles P. Wilson, Sharyn Leaver

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Executive Summary

When asked why they are loyal to retailers, consumers respond that quality products and low prices top their list of reasons. Secondary factors for loyalty include selection, convenience, service, and trust of the retailer. Analyzing retailer-specific consumer loyalty shows that certain types of retailers — namely mass merchants and discount clubs — naturally generate high levels of loyalty. Wal-Mart, Best Buy, and QVC attract the most loyal shoppers in their respective industries.

This is an excerpt

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