Signal A cited 3x satisfaction and 2.5x retention gain for emotional design

Summary

Capgemini states that brands designing for emotional engagement at every stage of the customer journey achieve three times higher customer satisfaction. The same brands are said to enjoy two and a half times better retention. The figures come from an external source cited in the report. It argues that besides price and performance, brands must consider convenience, health benefits, indulgence, and security as sources of personal value. The process begins with mapping the journey accurately, identifying touchpoints, and supplying the desired emotional connection at each one.