Michelle Yaiser

VP, CX Analytics

Forrester Bio

Author Insights


Why Customers Say They’ll Recommend You And Also Say They Won’t Buy From You Again

Michelle Yaiser November 10, 2021
Customers seem to contradict themselves when they say that they don’t intend to stay with a brand but will buy more from and/or recommend the brand. This blog post discusses what's behind this customer loyalty pattern and how should brands respond.

To Win Customer Loyalty, Make Customers Feel Valued, Appreciated, And Respected

Michelle Yaiser November 3, 2021
Each year, we find that emotion has a bigger impact on customer loyalty than effectiveness or ease. This blog post discusses the emotions that have the biggest impact.