insights

Exploring the value of emotion-driven engagement

Companies are continuously looking for new ways to enagage with their customers, what value could emotion-driven engagement have?

Deloitte conducted a study examining the role that emotions play in consumer engagement. The research concluded with four key themes that emerged across the research data:

  • Emotional factors inspire brand loyalty: trustworthiness (83%), integrity (79%), and honesty (77%) are the emotional factors that consumers feel most align with their favourite brands.
  • Emotional connection requires developing two-way relationships between brands and customers that mirror human relationships.
  • Customers expect a consistent, contextually appropriate experience of brands across all interactions.
  • Customers find privacy very important thus it is very important knowing what (and when) data is okay to use in order to build and maintain trust with customers.

Click on the below (external) link to learn more !

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