Trends Report

Customers Need A Reason To Remember You

Use Strategically Placed Signature Moments To Create Memories

April 20th, 2017
Ryan Hart, null
Ryan Hart
With contributors:
Frederic Giron , David Truog , James McQuivey, PhD , Diane Deng , Michael Barnes , Harley Manning , Bill Nagel


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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