Better Relations- Increase loyalty with our approach

When assessing customer satisfaction and employee loyalty, we have found that traditional satisfaction measures are often insufficient to accurately predict behaviour and loyalty.

Our research shows a clear correlation:

‘Human behaviour can be better predicted by perceived performance quality and experienced emotional closeness.’

Customers and employees primarily remember particularly positive or negative experiences. Inconspicuous events, on the other hand, are quickly forgotten. Our aim is therefore to create positive emotional experiences that are remembered in the long term and lead to loyalty and recommendations.

Our behavioural economics approach

Our approach is based on the research findings of Nobel Prize winners Daniel Kahneman (2002) and Richard Thaler (2017). We use behavioural economics principles to specifically influence the memories of your customers and employees.

One of the most effective methods in our toolkit is the peak-end rule. This rule states that people judge their experiences mainly by the emotional highlights and the end of an experience. By framing these key events positively, we create lasting memories and encourage loyalty.

Would you like to learn more about the psychological background? Read this article by our behavioural economist, which describes the scientific principles in detail. Or are you interested in specific application examples? Here we explain the peak-end rule and its implementation in customer service.

Let us transform your relationships

Have we piqued your interest? Contact us for a non-binding initial consultation. We’ll show you how our approach can sustainably improve your customer and employee relationships.

Together we create emotional connections that count.