Blog Posts Process Management

We Need To Understand The Emotions That Drive Customers To Make Sustainable Choices

Blog: Forrester BPM Center of Excellence

Co-authored by Melissa Chaudet Many consumers want to act sustainably but struggle to do so, for both intrinsic (lack of motivation) and extrinsic (price, convenience) reasons. Embracing sustainability requires organizations to understand the emotions that drive customers to make sustainable choices and to contextualize sustainability in the customer journey to help customers bridge the gap […]

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