US DTC loyalty report 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
Nearly 8 out of 10 DTC brands send customers to a third-party tracking page instead of keeping them on their own website
More than half of DTC brands do not encourage customers to share purchases on social media
Half of DTC brands fail to request customer reviews
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