Why Emotional Connection Is the Key to Fixing Broken Loyalty

Customer loyalty isn’t what it used to be. With 77% of loyalty programs underperforming and just 8% of consumers showing true brand loyalty, even satisfied customers are willing to walk away. The solution? Emotional connection. When customers feel genuinely understood, they stick around—on average, two years longer—and bring 43% more value to the brand. It's time to stop chasing points and start building meaning.