According to Harvard Business Review, making an emotional connection with a customer is now more important than delivering satisfaction. In this series, we look at why emotions matter - which emotions matter most, the science underpinning the analysis of emotion in CX, the technology being used to measure emotions and why emotional intelligence is an increasingly valuable attribute for your employees.
The customer emotion guide
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9th Oct 2017
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Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300...
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Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and often in hidden ways. Emotions...
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In his 1999 book The Age of Spiritual Machines, Ray Kurzweil proposed the ‘ law of accelerating returns ’. Based on the concept that the...
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Emotion is a big word! It’s also one that causes some confusion. For instance, most CX professionals believe that: Emotions are separate...
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Customer journey mapping has become one of the key tools for today’s customer-centric organisations. Representing an invaluable exercise in...
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One of the most important tasks that a customer journey map must perform is representing the emotional state of the customer. While it is...
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We all want loyal customers. Loyal customers spend more money and cost you less. Many organisations believe it is the customer experience...
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Much of today’s sales training concentrates on the techniques, processes, knowledge, technologies and pitches that once gave salespeople...
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There are a variety of traits that are prevalent in successful salespeople – tenacity, loquaciousness and determination, for instance. But...
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This article was co-written by Howard Lax, president at the Lax Group , and Lana Novikova, founder and CEO for Heartbeat Ai. Which brand...
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Research by behavioural psychologists continues to shed light on the complex processes that take place in our brains that influences human...
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Page speed and A/B testing an ecommerce site is all very well, but brands are starting to realise conversion optimisation is more emotional...
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Empathy is one of the 54 Emotional Intelligence (EQ) competencies , but it is one that has attracted particular interest of late. In part,...
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The oil refineries of Cleveland, Ohio may seem an incongruous setting for the potential birthplace of emotional marketing. But in 1943,...