Why Read This Report
Companies work hard to improve customer experience (CX) but often emphasize its utilitarian aspects of effectiveness and ease rather than emotion — how interactions make customers feel. This report explains why their bias toward the rational side of CX limits the loyalty boost that they can get from CX. It shows just how strong the link is between emotion and customer loyalty and lays out the basic rules that govern our emotional response to the world around us. Finally, it offers CX pros a set of proven best practices and tools that leading companies use to anticipate customer emotions, design experiences, and coach employees so that customers consistently walk away feeling good about the experience they just had.
Get Access
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.