According to the McKinsey Global Data Survey
, 60% of consumers committed "customer betrayal" by switching to other brands during the crisis mostly because of the higher degree of quality or convenience.
Of course, such a shift undermined years of efforts of gaining loyal customers for many retailers. And now brands have to upgrade their approach towards loyalty systems. One eminent way for it is subscription services. For instance, Walmart Plus
, which members can enjoy free deliveries, special prices on fuel, and a mobile Scan&Go feature.