Customer Loyalty Is Declining. Here Are 4 Ways Founders Can Win It Back

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Customer Loyalty Is Declining. Here Are 4 Ways Founders Can Win It Back

By Shama Hyder | Inc | May 23, 2026

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2 key takeaways from the article

1. When asked about brand loyalty by eMarketer in 2025, almost two-thirds of survey participants said customer loyalty was on the decline. However, there’s an antidote to this phenomenon: building emotional connections with your buyers.  A shopper who has multiple positive experiences with your people, products, or services is more likely to come back. Plus, there’s a higher chance they’ll gush about your brand online, which can influence future purchases.  
2. 4 ways founders can slow the declining in customers loyalty:  host live events, Encourage user-generated content, provide outstanding customer service, and look for ways to tell stories that connect your products or services to real customers.

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Topics:  Marketing, Customer Loyalty, Founders, Startups, Entrepreneurship

When asked about brand loyalty by eMarketer in 2025, almost two-thirds of survey participants said customer loyalty was on the decline. However, there’s an antidote to this phenomenon: building emotional connections with your buyers.  A shopper who has multiple positive experiences with your people, products, or services is more likely to come back. Plus, there’s a higher chance they’ll gush about your brand online, which can influence future purchases.  

4 ways founders can slow the declining in customers loyalty

1. Host live events.  Many brands offer real-time experiences like conferences, conventions, and entertainment-based events such as concerts or competitions to create controllable emotional touchpoints between themselves and their customers.
2. Encourage user-generated content.  The most effective marketing doesn’t necessarily come from inside your organization. In fact, user-generated content (UGC) can drive far more sales than your carefully written advertising pieces and slogans.
3. Provide outstanding customer service.  You’ll always have unhappy customers who call your service and support lines. Instead of seeing them as problems, see them as opportunities. If you can satisfy a customer through unexpectedly good service, you may just win a buyer for life.
4. Tell your buyers’ most riveting stories.  As part of your content marketing development, look for ways to tell stories that connect your products or services to real customers. For example, you may want to highlight how your brand has played an important role in a family’s life for many years or how your brand showed up for someone when they needed you most.