Most customer experiences aren’t memorable according to Howard Lax, head of customer strategies, Americas, Kantar TNS. But, there is one element that makes them memorable: emotions.
“Whether positive or negative, the key to making an experience memorable is the emotional hook,” Lax said during Thursday’s Loyalty360 webinar titled, The Amnesiac Customer and the Importance of Emotions, which was presented by Kantar TNS. “Meeting those (customer) expectations doesn’t create an emotional experience....