"Our research underscores the importance of building emotional connections with customers to foster true, long-term loyalty."

Chris Gillen, CEO of A Closer Look, commenting on findings from a report titled, "Beyond Surveys: A Deep Dive into Customer Experiences and the Path to Brand Loyalty." The report found that customers are more likely to provide feedback when expectations aren't met, if there is poor product or service quality and if an issue goes unresolved.