Forrester Research - Why Satisfy When You Can Thrill?

This from a recent Forrester Research report - "As customer expectations soar, mere satisfaction is an insufficient measure of carbuyers' happiness. Forrester's survey of 7,000 North American consumers on new-car buying attitudes shows big differences and even bigger surprises in automakers' ability to not just satisfy them, but also ignite their passions. .... To win their hearts today and wallets tomorrow, carmakers must go beyond mere satisfaction with creativity, emotion, and experiences crafted from better knowledge of customers and techniques that thrill." - The report may have been on US car buyers, but are increasingly applicable o any retailer. And Chatbots are a great way to thrill your customers.