Finding emotional connections with customers is the Holy Grail for loyalty marketers these days. Depending on the product, achieving this can be monumentally challenging. Take Safelite Auto Glass, for instance. Although Safelite doesn’t offer a compelling, intriguing, “must-have” product, company officials focus on emotional connections that impact customer preference and, ultimately, brand loyalty. Loyalty360 spoke with Renee Cacchillo, senior vice president of Customer, Brand and Technology, Safelite AutoGlass....

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