Lack of Consumer Confidence Is Threatening Brand Loyalty — Here’s How To Keep It 

Recent reports have shown that consumers are steadily losing confidence in companies and brands as the year progresses, reaching the lowest it has been since 2022 according to The Conference Board’s recent consumer confidence survey. 

The Conference Board announced that the Consumer Confidence Index fell by 7.2 points in March to 92.9. The Expectations Index—which is based on consumers’ short-term outlook—took the greatest hit, dropping 9.6 points to 65.2, the lowest level in 12 years. 

But hope is not lost—yet. There are many ways a brand can keep consumers coming back, but to build and maintain brand loyalty, you need to follow these key steps: 

• Prioritize customer service—Customer service is the most important thing on this list. When customers fail to receive the support they need, they disengage and are more likely to not return and not recommend your brand to others. 

• Deliver consistent and reliable services—Markets are constantly changing which can lead to consumers being more hesitant to buy into new services or products. When a service is consistent and reliable, consumers will be more inclined to purchase these services and promote them to others.  

• Use personalized marketing—Recent reports show that future consumers are looking for brands that align with their values and promote personalized shopping experiences. Using personalized marketing can make consumers feel recognized and valued.    

Knowing the steps on how to keep consumers coming back is easy—it’s the execution that often leaves brands stumped. Thankfully, there is one underutilized way to build back consumer trust and create a thriving community centered around your brand. 

Marketing Through Private Channels and Forums 

In a time of online connectivity, creating a personalized hub for brands and consumers to connect has never been easier. One easy but often untapped market is the use of private networks or channels like Discord, Reddit or private groups to foster a community around your brand.  

These channels can only be used by authorized users through subscriptions or invitations. This unique method of marketing might seem superfluous, but it could actually boost Customer Retention Rates (CRR). Studies show that around 40% of an e-Commerce store’s revenue comes from 8% of its customers, with that 8% being repeat customers. Having a space where you can focus on those repeat consumers will allow for higher brand loyalty and retention. 

High CRRs is a big push for this marketing strategy, but it’s not the only reason brands should invest in this method. It allows for niche targeting, promotes the illusion of exclusivity, is a great way to track return on investment, and is more cost effective in the long run compared to constantly putting out ads. 

Ways To Promote Your Brand

So, how do you market your brand through these channels? Good news, it’s not as difficult as it seems.  Here are 4 easy ways to get started.  

1. Take advantage of existing forums focused on your industry. The hyper-localization of the internet has allowed niche communities to find their place in forums like Discord, Reddit, Facebook groups, and even through Slack. By co-opting these pre-existing spaces, your marketing team can bring attention to your brand in a helpful manner. 

2. Create a branded community server that can serve as a dedicated space to your brand. It will allow consumers to connect with each other and share experiences or service recommendations.  It is also a good way for brands to share articles, host lives, or promote exclusive services that are only accessible through the server. 

3. Collaborating with community leaders and Influencers that consumers already follow can influence a brand’s perception and increase the likelihood of customers discovering—and staying—with a brand. 

4. Don’t forget to engage authentically. The average consumer in 2025 is looking to support brands that promote authenticity and transparency. When interacting with community members, remember that the server is not a sales pitch but a guide that consumers can follow. 

Building a community and fostering consumer relationships is vital to maintaining consumer confidence in a brand or company. If the community falters, so does confidence. Maintaining a community server is the perfect way to provide fast customer service, promote services, and obtain consumer feedback all in one place.  

Sources: Conversational, Shopify, Conference Board