“We Never Went Back”: 30 Reasons That Made People Ditch A Company For Good

As per Investopedia, there is a strong correlation between brand loyalty and profitability. For example, the Harvard Business School reports that increasing customer retention rates by just 5% increases profits by at least 25% and up to 95%. So, customer retention is key.

Meanwhile, Microsoft reported that a 7% increase in brand loyalty increases the customer lifetime value of each client by 85%. Customer lifetime value is, essentially, the total expected revenue earned from a single customer over the lifetime of the relationship between them and the company. In short, it’s one way to measure a company’s growth.

Meanwhile, Investopedia also notes that 83% of customers would switch brands due to bad customer service while 74% of people (say that they) stay loyal to a brand due to the quality of their products.

We asked Johnson why, given the positive impact brand loyalty has on profit, some companies choose to ignore it. "This is a classic trade-off for brands between the short-term (performance marketing) and the long-term (growth marketing). Building brand loyalty is a long-term project, and as a result, some businesses don’t prioritize it because they’re focused on short-term goals, like immediate sales or rapid growth, which often seem more tangible and measurable," he explained to Bored Panda.

"Building loyalty takes time and requires consistent investment in creating meaningful customer experiences, which might not show quick returns. Additionally, some industries—like commodities or fast-moving consumer goods—might see loyalty as less relevant, relying instead on convenience or price competition. However, this is often a missed opportunity. Loyalty doesn’t just drive repeat purchases; it creates advocates who amplify the brand, providing long-term value that far outweighs short-term gains. It’s an investment worth making," Johnson said via email.

Bored Panda was also interested in what factors drive consumers away from brands. "Brands matter when, and only when, they matter to their consumers. The consumer's perspective, then, is absolutely crucial. Here, the main things that drive them away from a brand are a lack of trust, relevance, and emotional connection," the marketing psychology expert said.

"Trust can falter due to poor product quality, inconsistent messaging, or unethical practices. Relevance is equally vital—if a brand doesn’t align with their evolving values or needs, it risks being seen as outdated or tone-deaf. Poor customer experiences, such as unresponsive service or overcomplicated processes, can quickly sour relationships."

He continued: "Additionally, a lack of authenticity or transparency often leaves consumers feeling disconnected. In a competitive landscape, brands must stay attuned to their audience’s expectations to maintain loyalty and engagement."

A company’s values are genuinely important. For instance, a quarter of millennial and Generation Z consumers are prepared to spend more on a brand’s products if the company takes a strong stand on corporate social responsibility issues. The latter shows a company’s efforts to enhance society rather than degrade it, and includes environmental impacts, ethical responsibility, philanthropic endeavors, and financial responsibilities.

According to Forbes, one of the main ways to gain and keep trust as a business is to always follow through on your promises. It’s a fundamental piece of advice, but it’s hard to apply consistently in real life, no matter if you’re at the helm of a company or talking about relationships with other people on an individual level.

Something else for businesses to consider is the importance of empathy. Namely, you want to connect with your target audience and show that you understand their concerns, experiences, and opinions. Of course, you want to do this as authentically as you can. It shouldn’t be done ‘just for show.’

Transparency is also key. Forbes, reporting on a survey from NielsenIQ, notes that 72% of consumers see transparency as an important or extremely important trait of a business.

Broadly speaking, brands should be willing to engage with their customers and share information that they need to know or that is relevant.

That being said, total transparency is practically impossible in a corporate environment: there will always be parts of how the company functions that need to be kept covert, out of necessity.

What are some companies and brands that you genuinely don’t trust anymore, Pandas? What happened to make you feel this way?

On the flip side, what businesses do you trust and why? We’re really curious to hear your thoughts on this. If you have a moment, share them in the comments below!