Getting a grip on emotions: 1) Customer loyalty

This week I will be putting up three posts on the emotional element of superior service. I will be covering:
1) How creating an emotional connection can build customer loyalty
2) Where customer surveys can let you down
3) Why, paradoxically, customers don’t always come first

First, let’s look at how a positive emotional connection can build loyalty better than loyalty schemes. Continue reading “Getting a grip on emotions: 1) Customer loyalty”