Studies by Dr. John Fleming of Gallup show that customer loyalty to a brand, product, person, or company, happens when a person who is satisfied with the subject makes an emotional connection. To take someone from point A (satisfied), to point B (loyal), a formula can be employed that focuses on what you deliver and how you deliver it. Jay Forte of REWORK explains this formula: If we don’t get it right, we create a dissatisfied customer. These customers don’t return.If we get it right (deliver the service or product as expected) then we create a satisfied customer. These customers may return.If we get it right and do something more (something that creates an emotional connection), then we cr...