Repair as a growth channel: the trojan horse of brand loyalty

Many brands invest heavily in acquiring new customers, but far fewer focus on what happens after the sale. In the competition for loyalty, perks and discounts dominate, yet the real loyalty-defining moment often comes when something breaks.

This session uncovers how repair, usually hidden deep within sustainability pages, can be a powerful engine for retention and growth. With 37% of consumers switching to a competitor after a poor after-sales experience, the stakes are high. Using real-world examples, the speaker shows how forward-thinking brands are turning repair into a strategic advantage—and why it could be the missing link in your loyalty strategy.