Engagement and Meeting Expectations Are Keys to Pandemic Survival, Brand Keys Finds

Customer brand loyalty survived COVID-19, which imposed a severe stress test on most companies, according to Brand Keys' 25th annual Customer Loyalty Engagement Index CLEI). Retail companies that saw loyalty and sales surges in this environment included Amazon, Zara, Apple, Patagonia, Walmart, Nike, and CVS. The 2021 national survey found that while the pandemic claimed many business and brand fatalities, customer loyalty was not among them.
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