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Home > Forrester's CX Cast > 108: Customers Need A Reason To Remember You (r)
Podcast: Forrester's CX Cast
Episode:

108: Customers Need A Reason To Remember You (r)
Category: Business
Duration: 00:17:37
Publish Date: 2017-12-01 13:32:07
Description: itunes pic

Unless your customers' experiences leave them with lasting memories of positive emotions, you will struggle to drive loyalty behaviors among customers. In this episode, PA Ryan Hart tells us about the paradox that easier, frictionless experiences are often less memorable. He explains how companies can ensure salience by designing interactions that heighten anticipation, evoke specific emotional responses, and then make it easier for customers to remember their positive emotions.

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Referenced Forrester research:

"The Dawn Of Anticipatory CX"

"Customers Need A Reason To Remember You"
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