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Emotion Marketing: The Bridge from Customer Satisfaction to Loyalty

Hallmark (the folks you trust “When you care enough to send the very best”) initiated a follow-up to a national study to examine how four variables – caring, trust, length of patronage, and overall satisfaction – help predict customer loyalty. Caring was found to be twice as important as any of the other three variables. So, how do you get from short-term satisfaction to long-term loyalty? Caring is the bridge. And, as Hallmark discovered, Emotion Marketing is the means of delivery....

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