An exclusive IT paper on customer experience. It explores how brands can tailor their customers’ omnichannel journey in order to create an emotional connection with the consumer at the right times. Based on surveys of 2,500 UK consumers, this paper looks at how retailers can use the ‘peak-end rule’ to help generate greater experiences in-store.
- According to peak-end rule, brands should focus effort on the journey’s peak and end, this paper explores how to best achieve this.