You’re probably overthinking it. Learn how it’s emotion that matters to customers

Business has put universal trust in NPS and yet our survey shows two-thirds of shoppers are left underwhelmed by their retail experiences.

We’ve scrutinised 67 brands and pinpointed the ones that do delight. More importantly, we’ve identified how they do it. It’s surprisingly easy. They play to just 5 emotions.

Read our report and dare to feel.

Click pdf icon for the full report