Customer satisfaction and Customer Experience – a system to generate loyalty
he relationship with companies is driven by emotions. Research in behavioural economics shows that 70 to 90% of impulse purchases are driven by emotions.
The way «I feel» at every touch point with the company (irrespective of the channel used) plays a key role in driving re-purchase and customer loyalty.
◾ A good level of service is a must have, but it is no longer enough.
◾ The emotional drivers that give customers a «WOW» moment must be detected, i.e. those that turn every interaction with the company into a memorable experience.
The way «I feel» at every touch point with the company (irrespective of the channel used) plays a key role in driving re-purchase and customer loyalty.