Peak Customer Experience
Some experiences along the customer’s journey are more emotional—and thus more important—than others, but many companies overlook this obvious fact and create needless complexity that leaves them data rich and insight poor. In reality, there may be dozens—even hundreds—of touchpoints, but only a few are significant and actually contribute to forming the emotional bonds that truly create customer loyalty and advocacy.
Learn more about Nobel laureate Daniel Kahneman’s, “Peak-End Rule” and the power of human truth and positive customer experiences.
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