Retailers Win with Emotional Engagement – Brand Keys Loyalty Index

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BRAND KEYS 2013 CUSTOMER LOYALTY INDEX FINDS SEISMIC SHIFT IN HOW CONSUMERS
EMOTIONALLY ENGAGE WITH PRODUCTS, SERVICES

Retail Brands J. Crew, Amazon, Kohl’s, Whole Foods, and Home Depot Don’t
Discount Customer Emotional Engagement

NEW YORK, NY (FEBRUARY 7, 2013) – The combination of consumer empowerment
via the Internet and social networking, ever-inflating consumer
expectations, and experience with price promotions and discounting have
finally reached saturation-levels, triggering a tipping point in the branded
world, where emotional engagement is the dominant driver of purchase
decisions and brand loyalty. The indisputable primacy of emotional
engagement with successful brands is the critical finding in the 17th annual
2013 Brand Keys Customer Loyalty Engagement Index® (CLEI),

conducted by the New York-based brand and customer loyalty and engagement
consultancy, Brand Keys
(www.brandkeys.com).

For the 44 brands tracked in the Retail category, emotional engagement
tenets related to

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