Although brand love may not be real romance, companies have discovered they can influence customer behaviour through consumer neuroscience – but is this a passion that lasts forever?
The advent of more knowledgeable consumers, digital platforms and sky-high expectations has forced organisations to enhance customer experience to maximise loyalty. Yet 82 per cent of companies think their customer experience programmes are failing or underperforming. This report highlights the customer experience game-changers from three bosses in the know, the rise of mobile wallets to the neuroscience behind brand love. It also outlines how to keep customers happy and lists the UK leaders in customer satisfaction
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In this report
Customer service is now a major differentiator in competitive markets where brands strive to stand out from the rest, but some do it better than others
A key measurement of customer satisfaction is retention, but a sophisticated strategy is required to gauge consumers’ likes and dislikes
Retailers and brands are under unprecedented pressure to deliver hyper-personalised customer service in an increasingly tech-savvy world where consumers expect excellence