- Rational considerations draw consumers, but emotions inspire brand loyalty.
- The path to meaningful, sustained connections is a two-way street.
- It’s vital to respect the line between responsive and invasive data collection and use.
- Trust is built through a consistent, reliable voice.
Download Exploring the value of emotion-driven engagement for full research results.
How to gain loyal customers with emotion-driven engagement
Building resilient emotional bonds with customers means tapping into the right data at the right moments across all touch points. That’s not possible when CX is solely a function of marketing and when customer relationships are managed in siloed, legacy systems. That’s why we believe that turning CX into a true operational discipline—OpCX— is the next revolution.
OpCX is about embedding emotionally intelligent capabilities into every fiber of a company’s operations to deliver contextually appropriate, empathetic and responsive engagements at scale. In so doing, brands can inspire fierce loyalty and grow customer lifetime value.
1 and 2: Exploring the value of emotion-driven engagement. The dynamics of customer loyalty, Deloitte Digital, Deloitte Consulting LLP, May 2019.