INSIGHTS Insights for 11-1-18 By Staff Wednesday, October 31, 2018 12:12 PM "Most customer purchase decisions are made emotionally and justified logically. According to Forrester’s 2018 Customer Experience Index, 88 percent of surveyed shoppers who felt appreciated by a brand planned to stay with that brand and advocate for it."-Noriyuki Matsuda, a founder and chief executive officer of Sourcenext, Japan’s publicly traded, market-leading software publisher and distributor, in a post on Forbes.com discussing what U.S. retailers can learn from Japan to create an accessible retail experience.