The big brands are forever spending millions on their brand strategy, positioning and image.
They always tell us at the conferences and seminars how much their brands are worth and how extremely loyal their clients are.
A pregnant mom with 2 kids will walk barefoot through the snow for 2 kilometers to buy Heinz baked beans for her family rather than buy the Rite Value beans at her local spaza shop , they would say. (okay, not that there’s too much snow in Africa…do you get the point however?)
Sure, I like to ride a Merida, (mountain bike ) wear Levi’s, drink Savannah and fly BA (when possible). How much I was wondering, would I endure just to have my favourite brand and how does this affect my online shopping and brand loyalty.
Well, just yesterday I got my answer!
Off I went to my local mall to buy a pair of Levis (at Markham). I knew exactly what style, size and colour I wanted and was not gonna go home without it…or so I thouhgt.
Not in stock! My size is quite average and I guess a good reason why it sells out quickly. Yet, if it is a popular size, why won’t there be more of it in stock? No, I thought, I want these pants and if I have to come back again, I will. So, I politely asked that they get me a pair from one of their other stores. Sorry no, we don’t do that, was all I got.
Well then, stuff Levis, UZZI it will be. I saw the same style and colour in their shop window and thought I’ll just stop be there and get them. “Sorry sir but we don’t have any in size 34, would you like to try one of our other stores?” Of course not, I am here now. Please can you get me a pair and I will pick them up tomorrow? “No can do sir!”
Well, by now I was quite gatvol and had forgotten about the pregnant lady that is prepared to suffer in order to stick to her brand.
As I walked out of the mall, I passed by a Truworths Man shop. There on the shelf was a size 34, same style and colour as the Levis I had originally intended getting. Daniel Hechter it is then. Thanks, bag it!
This got me thinking….( again)
If one man can so easily sacrifice brand loyalty for convenience and instant gratification in a mall, how much easier must it not be for millions of people sitting in front of their PC’s looking for products, services and information to exit a site when they can’t find right away what they are looking for.