Customer satisfaction is a desired result for companies, but to truly achieve an emotional relationship they need customers to also be fully engaged.
A recent Gallup survey of the U.S. Retail Banking Industry revealed that customers who are extremely satisfied with their bank are more likely to consider their bank for a host of products, services, and increased deposits. But, the survey also shows that satisfaction without emotional engagement winds up missing the true value of the customer.
Less than half (45%) of customers surveyed....