Hur kan företag med lågengagemangsprodukter gå tillväga för att uppnå emotionell och sann lojalitet gentemot kunderna?
En kvalitativ studie på SCAs produkter Edet papper och Libresse
In a competitive market as supermarkets, hundreds of the same products fight for attention in the shops. Every day thousands of targeted advertising messages is given to us. As a natural result of all this, power is transferred to consumers. You can no longer differentiate yourself by only price and function, thus companies must play on the emotional aspects and create a relationship with consumers. A key to success is to understand people's emotional needs and then satisfying them.In various journals and papers you can find highlighted success stories of strong brands such as Harley-Davidson, Apple and Virgin Airlines. They have all grown strong passionate relationships with their customers. It describes the type of emotional loyalty that all companies strive to achieve. But what about the marketers who face the same challenge, though they will sell toilet paper rather than a motorcycle? Where consumers think that the product in question is boring but necessary evil? Can these products even achieve an emotional relationship with their customers?Low-engagement products often have many loyal customers. Since you do not put so much thought behind the purchase, you choose the same brand on a regular basis again and again. It is thus a loyal customer, but customers often have not reflected on why they are that. The client therefore has no emotional connection to the product. This type of behavior is classified as "false loyalty" and is often based on the customer buying the product of habit and by means of short memory rules. The opposite of this false loyalty is "true loyalty" and may also be termed as "emotional loyalty" where the customer purchases the product on a regular basis because of the perceived value, how much the customer likes the product and what positive feelings and associations the customer has to the product. People strive to experience positive emotions and want to avoid negative ones. This means that if a consumer is experiencing a positive feeling, it is expected that he would endeavor to repeat it, and thus become a loyal customer. This shows that one can connect emotion and loyalty to each other, which we will do in this paper.We have in our study used a qualitative method and with a positivistic approach. We have conducted interviews with two respondents from the company SCA; Camilla Svensson on Edet and Margareta von Renteln on Libresse.We have, through our investigation concluded that it is possible for low-engagement products to achieve emotional and true loyalty to customers, but it is very difficult when compared with a high-engagement product. One must also consider that even low-engagement products have varying degree of commitment. A feminine hygiene product implies a higher risk when compared to a toilet paper. Therefore promotional activities must be adjusted by type of asset.