Results are in! Emotion is key to achieving customer loyalty.
Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018, they reveal which brands rank the highest when it comes to CX quality. They found that emotion plays a bigger impact on brand loyalty than effectiveness or […]
