At its base, customer loyalty is about emotion. When customers interact with a brand, they likely won’t remember every touchpoint along the journey; rather, their memories will cling to the select few moments that made them feel strongly in one way or another. Whether it’s a surprising reward that triggers a happy response, or a poor customer service experience that left them feeling undervalued, these moments can completely change the course of a customer’s long-term loyalty to the brand.
In an upcoming November 17th webinar, “The Amnesiac Customer and the Importance of Emotions,” Kantar TNS will give attendees a look at why emotional triggers are often the key to improving customer experience and sparking authentic loyalty.
The Loyalty360-powered webinar will be presented by Howard Lax, Head of Customer Strategies, Americas, for Kantar TNS. Lax will cover topics including factors that go into making an experience memorable and the importance of forging an emotional connection with customers in order to build a foundation of trust and brand loyalty.

“Emotional engagement is one of the most important factors in driving customer loyalty,” said Mark Johnson, CEO & CMO of Loyalty360. “Customers are significantly more likely to become loyal to brands they associate with positive emotions, and our upcoming webinar from Kantar TNS will provide valuable insight into how brands can use this psychology for the benefit of their customer experience.
Emotional connections are a critical component in building a base of loyalty customers. Register for this November 17th webinar and gain an inside perspective into how emotions lead to engagement and, more importantly, how your company can leverage this fact to improve your bottom line.
About Kantar TNS
Kantar is the data investment management division of WPP and one of the world's largest insight, information and consultancy groups. By uniting the diverse talents of its 12 specialist companies, the group aims to become the pre-eminent provider of compelling insights for the global business community.
As one of the largest research agencies worldwide, Kantar TNS provides actionable insights that help you make impactful decisions that drive growth. Kantar TNS is part of Kantar, one of the world's largest insight, information and consultancy groups.
About Loyalty360
Loyalty360 is an unbiased, objective, and market-driven association for customer loyalty, which seeks to enable and encourage dialogue among industry leaders. Through a unique blend of content, collaboration, and diverse learning opportunities, we’ve created a network of brands and technology providers that represent some of the best voices that the customer loyalty industry has to offer. These relationships help us understand the cutting-edge tools, technologies, platforms, and strategic services that are allowing marketers to build authentic customer connections and earn long-term loyalty. From our introductory individual memberships to our top Premium tier, our members are provided with the exposure, certification, and the exclusive content they need to continue their path to true customer centricity.