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Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: create emotional experiences with consumers by responding to customer feedback.
Customer Communication is Key to Loyalty
The way you communicate with your customers online affects how consumers perceive your brand.
This perception affects a customer’s lifetime value and loyalty. To create brand loyalty with Millennials, specifically, communicate your company’s values clearly.
According to the Forbes Communication Council, the success of every product or service, with the Millennial generation, has been because the brand has created an emotional impact with the customer.
How do you keep loyal customers and communicate effectively?
Pay attention to what your customers are saying online and respond to them fast with a customer feedback management system. Understand what they like about your services or products (and what they don’t like) to create emotional experiences.