by Vidya Priya Rao, CustomerThink

In this CustomerThink article on CX, Brian Solis was quoted from his book What’s the Future of Business: Changing the Way Businesses Create Experiences, on what gives consumers an unforgettable positive experience, “Businesses must invest in defining not only a positive experience but also a wonderfully sharable one. Doing so influences others to join the fray while offsetting negative inquiries and the damaging viral effects of shared negative experiences.”