Loyalty Juggernaut: How Retailers Can Operationalize Emotional Loyalty
Most retailers measure transactional loyalty well, but emotional loyalty is harder to see, measure, and act on. This discussion will focus on how retailers can bring emotional signals: trust, recognition, ease, relevance, frustration, confidence, and service experience into the loyalty operating model. Participants will discuss how to combine emotional and transactional indicators to better understand customer intent, prevent churn, strengthen engagement, and create loyalty moments that feel more human.
