Posts Tagged ‘joe espana’
Marketing & Innovation - Monday, May 12, 2008 7:28 - 4 Comments
CUSTOMER EXPERIENCE: EVERYTHING IS AN EMOTIONAL BUY
More than satisfaction, customer emotion is the underpinning factor in the customer experience..
Everything is an emotional buy; everything. Whether buying a cup of coffee, a holiday, a car, or a house. Our emotional reaction to a service transaction is the fundamental
driver of the purchasing decision. But more importantly, it’s a determining factor in customer retention and loyalty. More than satisfaction, customer emotion is the underpinning factor in the customer experience; what it’s like to do business with the product or service provider.
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