Headline: Value Drives Loyalty

In Mediapost: Surprise, consumer experience, especially 'delight' drives loyalty.  Nothing very new here, but the specifics of the categories and data are interesting.  In particular that emotional values continue to increase in importance.  " ... More than ever, the core drivers of brand loyalty are emotional rather than rational. That’s the takeaway from the 2012 Brand Keys Customer Loyalty Engagement Index (CLEI), which marks the survey’s 16th year. While emotional engagement factors have become more critical each year, the influence of two core, overarching components rose markedly in 2012: the brand’s “values” and the consumer’s brand “experience.” ... '