Consumers now, more than ever, are looking for more than just product from companies they frequent or brands they enjoy. Beyond simply being provided a service or goods, they are seeking a personal connection. They aren’t likely to remember every point along the way; only interactions that produced positive emotions and experiences. Customers want a peek behind the curtain, opportunities to build trust where they already invest monetarily. At its core, customer loyalty is about emotion and social media provides many opportunities, through both word and deed, to interact and connect.
