Emotions play a far greater role in creating loyalty than current approaches recognize

Are your customers as loyal as you think they are? Our study found 82% of executives in the United States believe their organizations are making an emotional connection with consumers, but only 16% of those consumers agree.

According to a new report from Capgemini’s Digital Transformation Institute, “Loyalty Deciphered—How Emotions Drive Genuine Engagement,” getting the emotional connection right has powerful benefits.

 

“Loyalty Deciphered—How Emotions Drive Genuine Engagement” surveyed almost 1,200 consumers and 80 executives in the United States. It explains:

  • How emotions drive loyalty and which emotions have the strongest impact
  • Which consumers to target with emotional engagement and why
  • What you can do to build closer emotional connections with consumers

Download the report for 37-pages of emotion-building insights and download the North America specific infographic that looks into the retail sector.