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For me, loyalty is first dictated by product quality AND consistency–I really, really appreciate a product range that’s consistent, whether that’s bad or good, because then you know to whether it’s a must-have when a new shade comes out or something to avoid. Customer service has a huge impact, but it comes down to when I need it – because if it’s been so-so or fine generally, that’s enough for me, but if something does go wrong, and they provide poor customer service, that can be enough to lose me as a customer.

— Christine

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Aside from consistency and general good product, but also how well they treat their customers. Like for example Illamasqua had a fun Easter giveaway and I entered. I didn’t win, but they STILL sent me a 20% coupon just for entering. Also being Cruelty-Free/vegan/eco friendly gets big points with me too.

Consistently good quality and customer service of course. I can’t afford to follow a whole lot of brands because it gets expensive but the ones I always look out for are Urban Decay, Chanel, and Dior. I don’t have specifics to where I purchase my Urban Decay but I like to try out the other 2 in-store and then order directly from their websites online (when there’s a free shipping promo). I always receive my items within 2-3 days tops with both companies. If I need to return something they make it so easy, without hassle. When I wanted to return a nail polish from Dior I needed to make an inquiry and they contacted me by phone and e-mail the same day. I also appreciate the little things, like wrapping my items very pretty and including a thank you card. It makes me feel like they really value me as a customer.

Honesty in advertising, consistent products, and good customer service. Smaller brands that do catty exclusion/Mean Girls style tactics also are automatically off my list.

Product quality is definitley the first thing I look for in a brand however consistency is more of a consistency across a particular product than the entire brand itself. For example they have amazing eyeshadows but the foundations are a flop rather than just a “good” rating across the entire brand. No animal testing is also not a bad thing 😉
Customer Service however, will make or break the brand for me especially when it comes to returns or mistakes in the order.

Consistent high quaility, as in high pigmentation in makeup products, a nice smooth formulation in lipstick. Also, pretty packaging that is also practical. Wearable but unique colors. Good value, like NYX has. Staying power through different eras like Revlon and Clinique have. A touch of fun, like the names of OPI polishes. Long wear is important, too, so you don’t spend all day touching up.

🙂 BeautyJones

Consistent good experience! An occasional flop is not going to change my mind, but if SOME of the eyeshadows are great while others are lukewarm, then I wouldn’t have the same level of confidence.

Honestly I didn’t have brand loyalty until Illamasqua showed up. I love their ideology for their brand – Makeup For Your Alter Ego. I love that they embrace individuality and art, and use theater as a jumping point for quality and vibrancy of color. I love all of their ads and their short movies (Born Again) and setting up classes and awards. They won my heart with the S.O.P.H.I.E. campaign. While bold and daring they are also conscientious with tools that are vegan and does not contain GMO’s or sulfates.

The most important aspect following the quality of a brand, is the accessability of the product. I love the fact that when NARS, for example, puts out a Limited Edition product, which isn’t every month, they actually make the item available for several months, preventing the need to turn to online sellers (who jack up the prices), and impulse buys; I actually have some time to think about whether I really want it, instead of grabbing it before it’s gone. The same goes for Urban Decay, Tarte, and LORAC, which are my top four. I also gravitate toward brands that have stand-out colors.

I actually really liked MAC, for a while, until I realized every item (it seemed) was LE; if a product is really so spectacular that it merits LE status, why not make it available a bit longer, or at least introduce “permanant” items more often? I guess I really don’t have any real requirements to earn loyalty, but I can easily be dissuaded to bother with a particular brand.

Customer service is such a non-issue for me. I *rarely* return an item, I like to browse without any “help” from a SA (read: pressure to buy something, even if I don’t want/need/like it), and as far as how they pack my items, as long as nothing gets broken, I could care less what they put it in, as it just gets thrown away; it doesn’t make me feel “special”, as I know they do it for *everyone*, and it’s their *job*. I do have a couple of SA’s at the two Sephora locations I primarily frequent that I’ve built a sort of relationship with, but I think it’s because we actually engage in general conversations about specific brands/products and they know that I go in knowing what I want, so there is no need to “show” me anything else, unless I ask. The two stores are in the same mall, and I do feel a bit more loyalty to the one in JCPenney, because it’s been there the longest, so I always check there first.

Agreed on all points except for how customer service is a non-issue for you. The nearest department stores to me are at least several hundred miles away so I frequently have to order online. In-store “sampling” is not an option for me to figure out whether or not a product is right. I rely on bloggers and SA’s available on the phone or through live chat to narrow down on products that MIGHT work for my needs. As long as I’m not treated rudely (which I haven’t been so far) then I’ll keep buying for as long as I need/want those products.

I was speaking for myself, based on my own needs; I am lucky to live in a major US city where stores are literally everywhere, and it seems (to me) that they are all competing for my money, and it all seems kind of false. I do realize there are some SAs who actually *enjoy* what they do, but alot also seem to only be doing it for the paycheck (this includes all retail types). i’ve only had one “bad” experience recently, at a Nordstrom Armani counter, where 2 SAs were trying to sell a woman on a product, all the while looking right at me, for more than 10 minutes. i just figured they were the ones missing out on a guaranteed sale, as I knew what I wanted. it would have taken all of 3 minutes and she could have excused herself to quickly at least ask what I needed. i just left, and told them they just lost a sale. However, I will still go back to that same Nordstrom, just not that counter if those SAs are there; the women at the NARS counter, though they were both busy with different customers, and still excused themselves long enough to acknowledge me (one of the customers actually told the SA to help me first, as I already knew what I wanted). i guess what I’m trying to say, is as long as I’m acknowledged in a timely manner, I don’t care about being doted on like I’m the most important person in the store, but don’t just blow me off, either. I typically dress down when I go to the mall, but I spend quite a bit on makeup, and that time at the Armani counter was the *only* time I ever walked away empty handed.

Like Angelwings said, I was impressed by how fast UD ships. I made my first order and had it in my hands 2 days later.

I’m on a budget, so customer service doesn’t come into play as much for drugstore, or high end at TJMaxx/Marshalls and the like. I can’t blame the cosmetics manufacturer for the stores cs and other policies. So it is more about quality and consistency. And that means good and bad, as you said… like WnW has great eyeshadows mostly, but terrible foundations. So you could say that WnW is inconsistent, while I think they are consistent with their products. I know which ones will likely be good and which are likely bad!

I think it’s more than just that, although those are the top reasons for loyalty, but I also like some brands for their marketing, packaging, and their outlook/type of customers they apparently want to attract. I prefer those attracting younger customers, even though I’m closing in on 50. They tend to have more interesting products and colors; innovators is I guess the word for it.

Consistency, good quality and fantastic customer service as well. I know I can count on Paula’s Choice for my skin; Bobbi Brown for foundation and blushes; and Laura Mercier for foundation, matte eyeshadows and blushes. My brushes come from MAC, Laura Mercier, Bobbi and Paula. My lip colors range from Cover Girl to Chanel. I loved Bobbi Brown’s recent ‘Friends and Family’ sale. Paula has great sales, too.

I like brands that have good quality among all their products -i love Chanels eyeshadows but am disappointed by their nail colours–love dior lipsticks/nail polishes dont like eyeshadow texture–and i like brands that provide a larger shade selection among their foundations–so far Guerlain is my favourite :).

Huge +1 for consistency. It’s great when a brand surprises you with a product that exceeds your expectations, but what’s even more important to me is being able to trust in the quality of their range. I’m much more likely to fall in love with a brand if 90% of their products are all “pretty good” than I am to fall in love with a brand whose products are 50% amazing and 50% utterly terrible!

The bottom comes to “did I get what I paid for or what I expect it to do” or “is that beauty brand loyal in keeping a popular product”? Tom Ford brushes, blushers and eyeshadows are super super expensive, but I bought them because they are worth it for me. I cannot find certain Tom Ford brushes made by MAC or anyone else. But then again, I am not too fond of Tom Ford lipsticks or foundation when I tested them out. Maybelline may have some great products, for example and alot lest costly, but how is the quality? The original eyeshadows by Cle de Peau were reasonably priced and of great quality. Now I find them in Urban Decay. One thing about Guerlain that is so irritating is that it would promote a powder foundation with refillables availability, then discontinue it short time later. Same goes with Chanel and their lip lacquer. Now, Estee Lauder keeps their foundation brands for over 20 years and I can rely on Estee Lauder. Loyalty goes both ways.
Sugarpill has great customer service and the Chromalusts work so well with Fyrinnae Epoxy.

Well, overall good quality products are the main consideration. When it comes to some of the department store brands, the associates have some impact on my feeling for the brand. For example, I’ve had a lot of negative experiences at MAC (at a few different counters). Because of that, I find myself staying away from MAC.

Consistant flops make me stay away from brands too. The ladies at my Benefit counter are great, but I’ve tried a lot of products that just didn’t work for me.

I gravitate towards L’oreal, Nars, MUFE, Tarte, and Revlon (for lips and nails) because they consistantly put out well made makeup.

Good quality, but I mostly look for an overall image the brand is trying to sell. I love when they have beautiful packaging that makes makeup more than something to put on your face, but something that’s just really fun to own.

Their formulas staying consistent, so that I don’t have to go shopping around for a new foundation/powder once I find one that works perfectly for me. I’m an odd one with foundation since I like the full coverage that has a slightly tacky feel to it to avoid sliding off and provides the perfect canvas for my powder to adhere to (I like using Kabuki brushes for powder). Finishing powders are just as hard with fair to medium but a very warm undertone for my skin. For eyeshadows/blushes it’d have to be my reaction to the red colors within reds, pinks, purples, and oranges. I also like my eyeshadows with shimmer, but not looking glittery, and extremely blendable. For lipstick/lipgloss it’d have to be shine or sparkle without the irritating glitters, staying power, and smell. Reading my whole paragraph makes me realize exactly how picky I am with my cosmetics. Also, the ability to get some testers to take home like they do at Sephora earns HUGE bonus points so I can see how it lives up to a whole day in my life.

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