Experiences that make one feel valued as an individual are the foundation of a healthy emotional connection. As differentiated products and e-commerce make it easier to switch out a sour relationship, building an emotional connection with customers is more important than ever.
We looked at three other key findings from the report and compared them to market leaders who promote emotional engagement.
1. Emotional engagement= brand loyalty
Customer and brand lifecycles are based on three factors that must be considered at the appropriate time during the customer journey: rational considerations, emotional responses, and shared values.
2. Customer relationships are reciprocal.
One of the most important qualities in this relationship is the ability to provide actionable feedback. According to the findings, nearly half of customers appreciate it when a brand brings up their most recent interaction, and two-thirds expect this feedback to be incorporated into future product and service offerings, as well as customer loyalty programs.
3. Keep customer experiences consistent
Customers expect a great digital experience as well as a great in-store experience from many brands. On the digital side, brands with poorly designed interfaces, a lack of emotional connections, or siloed departments can be extremely damaging to their customers’ perceptions of them.
Emotional engagement starts today
However, gaining this loyalty necessitates a brand’s understanding of when logic triumphs over emotions, how customers prefer to see their data used, and what it takes to maintain all of these values across all customer channels. Contact Cegura Technologies to know more about our services.
