Study: Connect emotionally to drive spend

Restaurant brands that make emotional connections with their customers will reap a higher dollar pay-off than those who fail to do so, according to a Motista report titled, Leveraging the Value of Emotional Connection for Retailers.

In fact, consumers with an emotional connection to a brand have a 306 percent "better lifetime value," than satisfied customers, according to a press release.

The report includes data gathered from more than 100,000 customers at 100-plus retail brands over the past two years.

"This study shows emotional connection can be identified, measured and quantified, and used to drive customer acquisition, increase share of wallet, achieve higher lifetime value, build stronger loyalty and influence brand advocacy," Motista President Michael Mathias, said.

 


Topics: Business Strategy and Profitability, Customer Service / Experience


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