Associated with
Joana de Quintanilha
Clarissa Skinner
Posted Jan 19, 2022
•
8 min read
The Emotions And Moments In The Customer Journey That Really Drive Loyalty
Emotion is key to differentiated experiences that drive customer loyalty. But many companies get emotion wrong. Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. Contrary to popular belief, making customers feel content, happy, or delighted impacts loyalty less than making customers feel respected, understood, valued, or confident. [...]
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