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Brand Experience Reaches New Heights as Consumers Search for Innovation
By: Jeff Falk
Posted: April 5, 2011
page 2 of 3
"Innovation is key, whether it's innovation in the products themselves or innovation in how those products are put into the hands of consumers (from rapid delivery to product introductions) and the after-life of service and support that the consumer experiences. And, consumers want meaningful innovation that results in a higher level of experience. Satisfaction has never been more cost-of-entry; delight is the new differentiator."
Consumers' skyrocketing desire for experience and authentic innovation are exerting the strongest impact on customer decision-making and profitable engagement with the brand. Brands able to meet or exceed these expectations become category leaders.
2011 Beauty Brand Loyalty and Engagement Rankings
Cosmetics (Luxury)
- Lancôme
- Estée Lauder
- Clinique
- Chanel
- Shiseido
- Cosmetics
- Mary Kay
- Maybelline
- Covergirl
- L'Oréal
- Max Factor/Sephora
- Revlon
- Avon/Neutrogena
- Almay
- Rimmel
- Coty
Facial Moisturizers (Luxury)
- Elizabeth Arden
- Lancôme
- Clarins
- Clinique
- Estée Lauder
- Chanel/Shiseido
Facial Moisturizers
- Mary Kay
- L'Oréal
- Avon
- Ponds
- Nivea/Oil of Olay
- Neutrogena
