Four dimensions of Customer Emotional Attachment
|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.