How To Beat Amazon | Forrester

Amazon has an Achilles’ heel: emotion. The company delivers, but its customers don’t feel empathy for the brand. This vulnerability offers a path to stealing parts of the behemoth’s business. Every year, Forrester’s Customer Experience Index (CX Index™) rates 600 brands around the world. Among US online retailers, Amazon has sunk from seventh place in […] [from http://ift.tt/2leQDNn]