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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.

You’ll also like: The Case for Online Review Management: Attracting Millennials and their Spending Power

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.

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Megan Wenzl

Megan is the Associate Editor for ReviewTrackers. She's a writer who is committed to finding useful information to help your business succeed. Megan holds an M.A. in journalism from Columbia College Chicago.


  1. Jan V. Delossantos

    Dentists say, “You don’t have to floss all your teeth, just the ones you want to keep.” The same can be said of your existing customers. If you don’t have time to make all of your customers feel special, concentrate on the ones you want to keep the most. If you don’t continue to market to them and offer them increased value, you will lose them. Don’t let a high customer turnover rate affect your business. Put a program in place and keep more of your customers.

  2. Samantha

    While people are concerned about previous customers reviews of a business sometimes they can learn just as much about the business by seeing how they respond to customers. A professional and informative review response by a business can reflect the business values and show people that it is a place worth frequenting