Multichannel
June 17, 2015
Consumers emotions have a significant impact on their behavior
By Kay Sorin
NEW YORK – Emotions are an essential element of the consumer experience that brands must address to establish meaningful connections, according to an analyst June 16 at Forrester’s Forum for Customer Experience Professionals: "CXNYC 2015."
{"ct":"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","iv":"14b0f554ce0929a571673e6eafff63d6","s":"3cb1a941618cbf08"}
Share your thoughts. Click here