72% of shoppers more likely to return to brands with strong online communities

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72% of shoppers more likely to return to brands with strong online communities
Duncan is an award-winning editor with more than 20 years experience in journalism. Having launched his tech journalism career as editor of Arabian Computer News in Dubai, he has since edited an array of tech and digital marketing publications, including Computer Business Review, TechWeekEurope, Figaro Digital, Digit and Marketing Gazette.

Almost three-quarters (72%) of the consumers are more likely to return to a brand that creates a strong online community, 

This is according to a study by Amity, a tech platform that powers in-app social experiences, which highlights the importance of brands creating online communities to engage with their customers.

The research also found that almost two-thirds (63%) admit they are more likely to buy from a brand that leverages engaging social features on its app.

Aunty’s survey, which polled 500 consumers from the UK, also revealed that consumers crave content from their peers in order to help them in making purchasing decisions. The majority (71%) of consumers state they prefer to view user-generated content over brand-generated content when considering whether to buy from a brand, while more than half of consumers (52%) agree that positive social proof, such as customer reviews, makes them more likely to buy from a brand. 

The research also sought to understand which in-app social features consumers felt best replicated human interactions during the lockdown period. Online communities came out strongly, with over a quarter (27%) admitting that they were the best means of replicating human interactions from a brand. This was second only to live chat (33%), a feature regularly part of brands online communities.

Francesca Gargaglia, CBO & COO at Amity, said: “In an increasingly digital world, consumers seek a sense of belonging from the brands they interact with. The results of this research emphasise the importance of online communities as an integral feature of a brand’s marketing strategy. 

“Businesses must prioritise their digital communities to foster personalised brand-consumer relationships and establish a competitive advantage. Positive in-app communities enable an increased level of trust, build a loyal consumer base and in return, increase sales.”

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Find out more about Digital Marketing World Forum (#DMWF) Europe, London, North America, and Singapore.  

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