Behavioural loyalty is when a customer continues to buy/use a particular product, service or brand (at least as much as before). But there are a number of different reasons for this, including:
- Attitudinal loyalty/Active Loyalty; "I have a positive brand preference" (a brand fulfils key functional and/or emotional needs)
- Apathy/Habitual Loyalty; "I can't be bothered, too much hassle, they're all the same", etc.
- Captive loyalty; I'm stuck in something I don't like but it's difficult to switch" (cost, barriers, availability, etc.)
Behavioural loyalty does not necessarily equate to attitudinal loyalty.
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