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	Podcast:		Forrester's CX Cast
	Episode:		134: Emotion Can Make Or Break Your Brand. Take Action.
	Category:		Business
	Duration:		00:14:53
	Publish Date:		2018-03-23 15:17:40
	Description:		Emotion is the biggest driver of loyalty. But what do you do about it? And who should be responsible for taking action? In this episode, we talk about how and when brands should introduce signature moments to ensure customers remember their experience—positively. Interested in hearing from other industry pros and learning how to introduce signature moments to your experience delivery? Learn more about the upcoming Consumer Marketing Forum here . (https://goo.gl/8y4DzW) Relevant Forrester research: "Differentiate Your Customer Experience With Signature Moments" (https://goo.gl/7QGVbw) "How Firms Help Employees Evoke Emotions That Deepen Customer Loyalty" (https://goo.gl/zL6gfM)
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