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For Customer Experience Professionals

Customers Need A Reason To Remember You

Use Strategically Placed Signature Moments To Create Memories

April 20, 2017

Why Read This Report

Customer experience (CX) pros must understand that customers won't remember their experiences with the brand unless it evokes a memorable emotion or two. The irony is that the more friction-free the experience, the less likely people are to pay attention to the particulars of their journey. CX pros need to work extra hard to understand which interactions on the customer journey offer the richest opportunities to embed long-term memories. This report advises CX pros on where to insert signature moments into the journey and how best to capitalize on endpoint interactions.

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Table of Contents

  • Customers Are Unlikely To Remember Their Experience With You
  • Three-Act Customer Journeys Offer Opportunities To Build Memories
  • Signature Moments Evoke The Emotions That Generate Memories
  • Recommendations

  • Embed Emotionally Rich Memories With Signature Moments
  • Supplemental Material
  • Related Research Documents