Nearly half of consumers under the age of thirty-five indicate that they stop patronizing a brand because they are bored with it.

Iceology Research Communities, January 2019

While in the past brands could count on the traditional metrics of defining customer satisfaction, great customer service, high quality merchandise and a strong value proposition to maintain loyalty, brands now have to start rethinking those metrics. In fact, those three categories have become the cost of entry for any brand with relevance and innovation representing the new characteristics that will determine customer loyalty. Our research has determined that younger consumers will remain loyal to brands that maintain relevance to their evolving personas and lifestyles and that continue to excite them with leading-edge innovation.