The Temkin Group sees a problem in how companies are trying to drive customer loyalty. According to the Chicago-based firm’s past research, organizations are overlooking perhaps the most important component of loyalty: Emotion. In a Temkin survey of 200 professionals, only 29% indicated that their company does a good job of measuring customer emotion.
This is a troubling statistic, especially considering another Temkin report in which customers were asked to rate their loyalty to brands on a number of different aspects of....