Through analysis of dunnhumby’s second Customer Centricity Index (CCI), a compelling and emerging piece to the loyalty puzzle is emerging: Brands need to make an emotional connection to their customers.
Emilie Kroner, dunnhumby’s Head of Consumer Markets Organization Engagement, told Loyalty 360 that from the CCI it’s clear that retailers are starting to receive feedback from their loyalty programs.
“We’re seeing emotional loyalty to a brand is becoming more and more important,” Kroner said. &ldquo....