September 16, 2022

Behavioral Loyalty and Emotional Loyalty for the Win

In customer experience, we’re often laser focused on the granular details that lead to high behavioral loyalty. I think of some of the brands I’ve stuck with for years, such as Ritual vitamins, who keep track of when I need vitamins and send a package before I run out. Another reason I’m loyal is a less tangible emotional tie I have to this brand, and I think it stems from their commitment to using high quality real food-derived ingredients, testing their ingredients to make sure my body can absorb them easily, ensuring that all of their packaging is sustainable, and bringing new products to me that, just like the original,…