Why Emotion is the Most Important Customer Experience Metric
Retail TouchPoints
JANUARY 21, 2025
Experiences are, at their core, emotional for customers. Whether its the frustration of being stuck in a middle seat on a long flight, the excitement of waiting hours to taste a special meal, the thrill of getting access to a limited-edition sneaker or the satisfaction of discovering the perfect vacation while browsing late at night, emotions drive all interactions that customers have with brands.
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