How Brands Define and Measure Emotional Loyalty

Emotional loyalty can mean different things to different brands. And even then, some brands have a hard time even defining the term, which has baffled many industry experts and researchers for years. “Emotional loyalty is fairly difficult,” says Jamie Russo, Vice President of Loyalty Programs and Customer Engagement at Choice Hotels International, one of the largest and most successful lodging franchisors in the world. “Every individual human is very different and....

Recent Content