Customer relations are nowadays a priority axis of a well-executed whatsapp data marketing and sales strategy. With the increasingly extensive use of the web and more particularly social media, the notion of reputation becomes a strategic issue. An emotion in customer relations is one of the factors that must improve in a large number of structures? Because yes, a customer does not call a customer service with a light heart. He is most often subjected to emotions, often negative. Therefore, is adopting an emotion strategy beneficial?
The report conducted by Capgemini entitled Loyalty deciphered: How emotions drive Genuine Engagement gives us several pieces of information. The first is that customer loyalty is an emotion and that this emotion is based on 4 principles. These 4 principles are as follows:
Respect
Reciprocity
Recognition
And the reward
So, let’s see how an emotion in marketing allows us to build customer loyalty while offering them an optimal customer experience.
The report initiated by Capgemini, first and foremost evokes customer loyalty to a brand. It highlights the emotions that lead customers to be loyal to a brand. Several figures emerge and show the importance of arousing emotion for a good customer relationship.
The first figure concerns loyalty programs. Even though they are very little used in B2B, 90% of consumers have a negative opinion of them. Regarding the link between emotion and consumer, the report reveals that:
80% of marketers say they understand consumer needs, but only 15% confirm
82% of consumers who have an emotional impact will always choose products from this brand.
58% of millennials and 53% of urban consumers need strong emotional engagement.