The Magic That Makes Customer Experiences Stick
Research has shown that memorable experiences can drive customer decisions as much as price and functionality. Yet there have been few meaningful improvements in customer experience over time. The missing ingredient? Emotion. Customers want their choices to align as much with their feelings and sens...
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| Format: | Electronic eBook |
| Language: | English |
| Published: |
MIT Sloan Management Review,
2019.
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| Edition: | 1st edition. |
| Subjects: | |
| Online Access: | Full text (Wentworth users only) |