• CEPro_logo_blue-new
  • TOPICS
      • News
        • People & Places
        • Product Briefs
      • Projects
      • Events
      • Control
        • Central Vac
        • Energy/Power
        • HVAC/IAQ
        • Interfaces/Devices
        • Lighting
        • Motorized Shades
        • Whole House Systems
      • Audio/Video
        • Audio/Video
        • AV Accessories
        • AV Racks
        • Cabling
        • Displays
        • Furniture
        • Headphones
        • Home Theater
        • Media
        • Mounts/Lifts
        • Multiroom AV
        • Projectors/Screens
        • Speakers/Subwoofers
        • Wireless AV
      • Security
        • Access Control
        • Alarms/Sensors
        • Services/Platforms
        • Surveillance/Cameras
      • Business Support
        • Associations/Buying Groups
        • Cell Phone Boosters
        • Distributors/Reps
        • Operations
        • Recurring Revenue
        • Research
        • Sales/Marketing
        • Software Services
        • Tools/Testers
      • Networking
        • Cellular
        • Devices/Equipment
        • Wireless
        • Wired/Installation
      • Markets
        • Builders
        • Commercial
        • Design
        • Europe
        • Outdoors
        • Resimercial
        • Wellness
      • CE Pro Hub Pages
        • Bose
        • Savant
        • Inside Sound United
  • PRODUCTS
  • RESOURCES
    • Reports/Downloads
    • Buyer’s Guide
    • Webcasts
    • Podcasts
    • Integrator Jobs
    • Digital Edition
    • CE Pro-iQ
  • SUBSCRIBE
    • CEDIA SHOW UPDATES
    • CEPRO PRINT EDITION
    • CEPRO DIGITAL EDITION
    • CEPRO NEWSLETTERS
  • DISCOVER
    • CEDIA Expo
      • September 29 – October 1
        Dallas, TX
      • VISIT SITE
    • KBIS
      • February 8 – 10
        Orlando, FL
      • VISIT SITE
    • Total Tech Summit
      • October 26 – 28
        Orlando, FL
      • VISIT SITE
    • Commercial Integrator
      • VISIT SITE
    • Security Sales
      • VISIT SITE
    • Tech Decisions
      • VISIT SITE
    • Campus Safety
      • VISIT SITE
    • Design Well
      • VISIT SITE
    • KBB Online
      • VISIT SITE
    • AV-iQ
      • VISIT SITE
    • CE Pro-iQ
      • VISIT SITE
  • Search
  • TOPICS
    • News
      • People & Places
      • Product Briefs
    • Projects
    • Events
    • Control
      • Central Vac
      • Energy/Power
      • HVAC/IAQ
      • Interfaces/Devices
      • Lighting
      • Motorized Shades
      • Whole House Systems
    • Audio/Video
      • Audio/Video
      • AV Accessories
      • AV Racks
      • Cabling
      • Displays
      • Furniture
      • Headphones
      • Home Theater
      • Media
      • Mounts/Lifts
      • Multiroom AV
      • Projectors/Screens
      • Speakers/Subwoofers
      • Wireless AV
    • Security
      • Access Control
      • Alarms/Sensors
      • Services/Platforms
      • Surveillance/Cameras
    • Business Support
      • Associations/Buying Groups
      • Cell Phone Boosters
      • Distributors/Reps
      • Operations
      • Recurring Revenue
      • Research
      • Sales/Marketing
      • Software Services
      • Tools/Testers
    • Networking
      • Cellular
      • Devices/Equipment
      • Wireless
      • Wired/Installation
    • Markets
      • Builders
      • Commercial
      • Design
      • Europe
      • Outdoors
      • Resimercial
      • Wellness
    • CE Pro Hub Pages
      • Savant
      • Bose
      • Inside Sound United
  • PRODUCTS
  • RESOURCES
    • Reports/Downloads
    • Buyer’s Guide
    • Webcasts
    • Podcasts
    • Integrator Jobs
    • Digital Edition
    • CE Pro-IQ
  • SUBSCRIBE
    • CEPRO PRINT EDITION
    • CEPRO DIGITAL EDITION
    • CEPRO NEWSLETTERS
    • CEDIA SHOW UPDATES
  • DISCOVER
    • Cedia Expo
      VISIT SITE
    • Commercial Integrator
      VISIT SITE
    • Security Sales
      VISIT SITE
    • Tech Decisions
      VISIT SITE
    • Campus Safety
      VISIT SITE
    • Design Well
      VISIT SITE
    • Total Tech Summit
      VISIT SITE
    • KBB Online
      VISIT SITE
    • AV-iQ
    • CE Pro-iQ
M
POPULAR SEARCHES
News
Projects
Control
Audio Video
Security
Business Support
Markets
SUBSCRIBE CEDIA EXPO
Cabling | Displays | News | Research
February 1, 2021

Which CE Brands Elicit the Most Brand Loyalty?

Sony, Samsung, LG and Monster have highest consumer brand loyalty and the highest expectations, according to survey.
Jason Knott  
Which CE Brands Elicit the Most Brand Loyalty?

Each quadrant represents the combination of values related to loyalty drivers for emotion engagement and meeting expectations.

Article:
Cabling | Displays | News | Research
February 1, 2021

Which CE Brands Elicit the Most Brand Loyalty?

A recent study that analyzed the level of brand loyalty consumers have to 855 different brands across 94 types of equipment yielded some expected and unexpected results. In the consumer electronics category and specific to product categories purchased commonly by integrators, LG TVs, Sony TVs, and Samsung TVs were joined by Monster cables as the four brands and specific equipment categories that earn the highest level of loyalty and have the highest expectations among consumers.

According to Brand Keys’ 25th annual 2021 Customer Loyalty Engagement Index (CLEI), customer brand loyalty has survived the impact of the COVID-19 pandemic, which imposed a severe stress test on brands. The national survey, conducted by the New York-based brand engagement and customer loyalty research consultancy, found that while the pandemic claimed many business and brand fatalities, customer loyalty was not among them.

“The new CLEI survey found 2020 marketplace rigors created two loyalty challenges for brands,” notes Robert Passikoff, Brand Keys founder and president. “First, how to enhance brand-to-consumer emotional engagement and, second, how to leverage brand values to best meet customers’ expectations.”

LG Has Highest TV Rating

According to the study, LG, Samsung, Sony and Monster all elicit “higher levels of emotional engagement and higher levels of meeting customer expectations.”

LG had the highest engagement and expectations among the group with an 84 rating for meeting expectations and a 75 rating for emotional engagement. Samsung smart phones and tablets also performed well in the study. The highest overall consumer electronics companies and devices in terms of brand loyalty were Apple smart phones and laptops, along with Amazon tablets and Kindle reader, and Konica copy machines.

CE Pro Newsletters

CE Pro’s Email Newsletters deliver timely news, industry-leading content, product information, and downloadable resources directly to your email inbox. Sign Up Today!

The 2021 survey examined 94 categories and 855 brands. Within consumer electronics there were eight equipment categories reviewed: tablets, laptops, e-readers, TVs, headphones, MFP Copiers, and smart phones.

The company created a “loyalty map” with various quadrants to visually depict the analysis. Each quadrant on the map represents a combination of values related to predictive loyalty drivers: Emotional Engagement and Meeting Customer Expectations.

“Ideally,” says Passikoff, “You want consumers to feel your brand engenders high emotional engagement and meets their expectations as completely as possible. Brands able to do that are six times more likely to create loyal customers, and loyal customers are six times more likely to give a brand the benefit of the doubt in tough circumstances.”

He continues, “Emotional engagement, the result of effective marketing communications that increases a brand’s equity, results in customers behaving more positively toward the brand. Consumer expectations, a key dimension of customers’ brand belief-systems, are unconstrained customer desires. Expectations increase on average 22% a year, yet brands typically manage to achieve only a 7% increase – a big gap between customer desires and brand promises to deliver.”

Broken Supply Chain Does Not Affect Brand Loyalty

The ongoing COVID-19 crisis has altered how, when, and where consumers shop.

“And also, what we buy,” says Passikoff. “Lockdowns and sheltering-in have drastically altered modern life. Increased use of telecommuting for work, education, and leisure has led to a surge in demand for electronic products.”


Related: CTA Announces 2021 Smart Home Division Mark of Excellence Award Winners

Desperate times have called for desperate choices due to lack of product availability. Purchase of “new” or “alternative” brands represents need, not a lack of customer loyalty.

“During pandemics consumers will compromise, but they still continue to demand that their expectations be met,” notes Passikoff. “But lack of product availability does not denote a decline of brand loyalty. Yes, being in-stock matters as regards sales, but loyal customers are more likely to stick with their favorite brands through difficult times and, in a more stable marketplace, will wait for them or will actively seek them out.”

“What’s incontrovertible is that the 2021 Customer Loyalty Engagement Index confirms brands that best meet consumers’ expectations, and are capable of sustaining emotional engagement relationships, always see enhanced loyalty – and the market share and profits that come with it,” adds Passikoff.

A complete list of the CLEI’s 94 categories, and the brands exhibiting the highest brand loyalty focus via emotionally-engaged customers and an ability to best meet customer expectations can be found here.

ABOUT THE AUTHOR

Jason Knott
Follow
Jason Knott:
Jason Knott is Chief Content Officer for Emerald's Connected Brands. Jason has covered low-voltage electronics as an editor since 1990, serving as editor and publisher of Security Sales & Integration. He joined CE Pro in 2000 and serves as Editor-in-Chief of that brand. He served as chairman of the Security Industry Association’s Education Committee from 2000-2004 and sat on the board of that association from 1998-2002. He is also a former board member of the Alarm Industry Research and Educational Foundation. He has been a member of the CEDIA Business Working Group since 2010. Jason graduated from the University of Southern California.
View Jason Knott's complete profile

ARTICLE TOPICS

Cabling • Displays • News • Research

ARTICLE TAGS

coronavirus • LG • Monster • Research • Samsung • Sony

SHARE

Share On Facebook
Share On Twitter
Share On Linkedin
Share On Whatsapp
Share Via Email
Copy URL
← Previous Article Next Article →
Article Business SupportControlDistributors/RepsNewsSecurityServices/PlatformsWhole-House Systems

Price Hikes Help Resideo, ADI Earn Record Revenues

'Inflationary pricing environment' helps Resideo product group boast 28% revenue increase while ADI has 5% gain for second quarter.
Article Central VacNewsWellness

Amazon Acquires iRobot Roomba for $1.7B in Cash

Amazon adds iRobot's Roomba vacuum cleaner to its growing portfolio of smart home solutions including Ring, Fire TV and Echo smart speakers.
Article Business SupportControlDistributors/RepsNewsSecurityServices/PlatformsWhole-House Systems

Price Hikes Help Resideo, ADI Earn Record Revenues

'Inflationary pricing environment' helps Resideo product group boast 28% revenue increase while ADI has 5% gain for second quarter.
Article Amplifiers/ReceiversAudio/VideoAV AccessoriesAV RacksControlDesignFurnitureHome TheaterInterfaces/DevicesLightingMarketsMediaMotorized ShadesMultiroom AVNetworkingNewsProjectors/ScreensSpeakers/Subwoofers

SDI’s Audiophile-Centric Approach Reflects an Evolving Market 

SDI is helping Boston-area homeowners meet their home technology objectives without cluttering their homes with unsightly electronics.

SHOW NEWSLETTER

Sign Up

CE Pro

Subscribe Sign Up

Content Types

News
Products
Projects
Companies
Downloads
Webcasts
Podcasts
Events

Specials

IntegratorJobs
CEDIA EXPO
CE Pro 100
CE Pro Summit
Awards Programs

Company Info

About
Contact Us
Customer Service
Media Solutions & Advertising

Subscribe

Magazine
Newsletters
Digital Edition

Connect

Twitter
Facebook
LinkedIn
YouTube
RSS Feed

Categories

AUDIO/VIDEO
AV Accessories
AV Racks
Amplifiers/Receivers
Cabling
Displays
Furniture
Mounts/Lifts
Multiroom AV
Projector Screens
Speakers/Subwoofers
Wireless AV
CONTROL
Central Vac
Energy/Power
Interfaces/Devices
HVAC/IAQ
Lighting
Motorized Shades
Whole-House Systems
NETWORKING
Cellular
Devices/Equipment
Wireless
Wiring/Installation
SECURITY
Access Control
Alarms/Sensors
Services/Platforms
Surveillance Cameras
BUSINESS SUPPORT
Associations/Buying Groups
Distributors/Reps
Operations
Recurring Revenue
Research
Sales/Marketing
Software/Services
Tools/Testers
MARKETS
Builders
Commercial
Design
Europe
Outdoors
Wellness
FOLLOW US ON
  • Follow
  • Follow
  • Follow
  • Follow
  • Follow

© 2021 Emerald X, LLC. All Rights Reserved.

  • ABOUT
  • CAREERS
  • TERMS OF USE
  • PRIVACY POLICY