Studies have shown that positive emotions towards a retail brand have a far greater influence on consumer loyalty than trust.
Analyst firm Forrester found that 85% of consumers buy from companies they have strong emotional connections with, and are likely to spend more because of that connection.
On September 2 at 2.30pm, Retail Week invites you to hear from The Co-operative Group head of customer services, Claire Carroll, on taking Co-op from a brand that was merely reactive to one that now understands how to connect with the customer on an emotional level.
Carroll will discuss how new approaches have made staff feel more empowered and comment on the efficiency gains this has brought to the business. Alongside Salesforce senior area vice president for enterprise in UK and Ireland, and Kurt Salmon partner Dan Murphy, we will also discuss if emotive brand connections are the key to developing next level customer experiences.
Join us for this webinar by clicking here.