Marketing emotion: an important aspect of customer relations?

[chameli]

Customer relations are nowadays a priority axis of a well-executed marketing and sales strategy. With the increasingly extensive use of the web and more particularly social media, the notion of reputation becomes a strategic issue. An emotion in customer relations is one of the factors that must improve in a large number of structures? Because yes, a customer does not call a customer service with a light heart. He is most often subjected to emotions, often negative. Therefore, is adopting an emotion strategy beneficial?

The report conducted by Capgemini entitled Loyalty deciphered: How emotions drive Genuine Engagement gives us several pieces of information. The first is that customer loyalty is an emotion and that this emotion is based on 4 principles. These 4 principles are as follows:

Respect
Reciprocity
Recognition
And the reward
So, let’s see how an emotion in marketing allows us to build customer loyalty while offering them an optimal customer experience.
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