Customer experience, at its core, is all about making the customer say “Wow!” This kind of impressed reaction not only creates a loyal customer, it turns them into a brand advocate. Word-of-mouth is among the most powerful forms of marketing, and having a customer recommend a product to friends is the most important compliment a brand can receive.
According to a new research report titled, “The Science of WOW—the formula for viral customer experience,” The Belding Group concluded that there may be a science....