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Research
US DTC loyalty report 2021
Customer loyalty is essential for DTC success. Our 2021 report explores key retention drivers, personalized experiences, and post-purchase engagement strategies that leading US brands use to foster long-term customer relationships.
December 14, 2021
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Research summary
Customer loyalty is the cornerstone of success for direct-to-consumer (DTC) brands. Our 2021 report delves into the strategies that top US DTC brands are using to cultivate loyal customers, ensuring repeat business and long-term growth.
In this study, you’ll discover
- Key drivers of customer loyalty in the DTC sector
- How personalized experiences can enhance customer retention
- The impact of post-purchase engagement on loyalty
- Case studies of successful DTC brands with strong customer loyalty
Brands today are fighting for customer loyalty and attention on a new battleground: the experience landscape. Product and price are losing dominance, and consumers increasingly care more about how they experience a brand.
Loyalty isn’t just about repeat purchases—it’s about creating memorable experiences. DTC brands that invest in personalized engagement, seamless post-purchase journeys, and community-building will earn long-term customer trust and advocacy.
Key stats that matter
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Nearly 8 out of 10 DTC brands send customers to a third-party tracking page instead of keeping them on their own website
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More than half of DTC brands do not encourage customers to share purchases on social media
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Half of DTC brands fail to request customer reviews
