In a world of constant sensory overload, how can organisations embed themselves in consumer’s memories and create lasting preference? The paper examines the role of individual customer experiences in creating true customer loyalty. For experiences to stand out from the background noise they need to be memorable. Our memories are far-from-perfect re-creations of what actually happened. While we focus on experiences, the reality is that it is the MEMORY of those experiences that really matter. What makes an experience memorable, what makes it distinct from the background clutter, is an emotional connection. Kantar TNS will present case studies to showcase the extent of inﬂuence “feelings” of the Amnesiac Customer have on the overall Customer Relationship.
Presentation by Shreya Baksi Sen, Customer Strategies Lead at Kantar TNS Malaysia.
Presented at Asia Research Breakfast Seminar in Kuala Lumpur, Malaysia, on April 20, 2017.
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