Making an emotional connection with customers can be difficult, but it’s worth it. Here's how to get started. One of the first things I realized when I started my career in marketing was that ...

The e-bike business is exploding with options for every type of rider. People’s behavior is harder to understand than ever. Sure, people are more willing to share. They’re more willing to write about ...

Creating a customer for life isn’t done through promotional activities or pricing strategies. It’s done by activating and evoking emotions. The holidays are here, so let's take a trip down my own ...

When building a house, you start with a blueprint. Similarly, creating a meaningful customer experience begins with a map — a tool to visualize the entire journey, from initial awareness to ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. When you think about the companies and brands you’re most loyal to, it’s often for a number ...

A better way to drive growth and profitability by Scott Magids, Alan Zorfas and Daniel Leemon When companies connect with customers’ emotions, the payoff can be huge. Consider these examples: After a ...

Researchers from National Taiwan University and the University of Maryland published a new Journal of Marketing article that examines how marketers can use GenAI to provide empathetic customer care.

Experiences are, at their core, emotional for customers. Whether it’s the frustration of being stuck in a middle seat on a long flight, the excitement of waiting hours to taste a special meal, the ...

How does a bank know how a customer really feels? Angry shouts or effusive displays of gratitude are unmistakable. But there are other subtle — yet important — markers of a customer’s emotional state ...