Has there been any research done on how respect (whether or not a customer feels they are treated with respect) and integrity (the customer's perception of a company's integrity) impact customer satisfaction and the customer experience? How do these factors compare with other factors that impact a customer's perception of a company?
You are referring to a customer's
emotional engagement and satisfaction
. There are multiple studies I have seen about the emotional
engagement of a customer
and its impact on a business. The best study I have seen is one published by the
that compares the purchasing/spending patterns of credit card customers. Gallup found that unsatisfied customers and rationally satisfied customer spend the same amount of money. However, emotionally satisfied customers doubled their spending with the bank.
Dig Deeper on Customer loyalty and retention
Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide ...
Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice ...
Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in ...
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.