Four dimensions of Customer Emotional Attachment

Four dimensions of Customer Emotional Attachment

 

Order Factor Definition Meaning
4 Passion Can’t imagine a world without it, it’s a perfect company for people like me Ultimate connectedness, lifelong membership, as employees come and go. I will be loyal to the brand and the company
3 Pride Treats me with respect. I feel proud to be a customer. A sense of positive association and identification with the company, being a member says “this is about me as a person, it sharpens my own self concepts”
2 Integrity Fair resolution of any problems always treats me fairly Does this company teat me the way I deserve to be treated? If something goes wrong can I count on this company to fix it quickly?
1 Confidence Always delivers on the promise. A name I can always trust Is this company trustworthy, can its employees be trusted to do what they say they will do, day in and day out?

2007 Gallup Inc.