The New Science of Customer Emotions

The New Science of Customer Emotions

By Fouad Bendris

When companies connect with customers’ emotions, the payoff can be huge. Consider these examples: After a major bank introduced a credit card for Millennials that was designed to inspire emotional connection, use among the segment increased by 70% and new account growth rose by 40%. Within a year of launching products and messaging to maximize emotional connection, a leading household cleaner turned market share losses into double-digit growth. And when a nationwide apparel retailer reoriented its merchandising and customer experience to its most emotionally connected customer segments, same-store sales growth accelerated more than threefold !

Fouad Bendris’s insight:
A better way to drive growth and profitability …

Source:: Strategy & Governance

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