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The customer emotion guide

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. 

Engagement
6th Jan 2020

Is emotion the key to CX differentiation?

by
Jeanne Bliss
Any Answers comment Icon 3
Emotions
Engagement
5th Oct 2018

The 20 emotions that drive or destroy value in CX

by
Colin Shaw
Emotion faces
Data
16th Oct 2018

How to use emotion data to predict product success

by
Chris Ward
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Emotion
Engagement
24th Nov 2020

5 myths about emotion & their implications for CX

by
Steven Walden
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Unicorn myth
Engagement
17th Feb 2021

What's emotion's role in customer journey mapping?

by
Neil Davey
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Mouth happy sad
Engagement
25th Jun 2020

How to represent emotion in a customer journey map

by
Neil Davey
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Drawing emotion
Loyalty
30th Oct 2017

Should the Peak-End rule influence your CX design?

by
Colin Shaw
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Peak end
Sales performance
2nd Nov 2017

How salespeople with high EQ perform differently

by
Sean McPheat
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Brain arrows
Sales performance
6th Nov 2017

How to develop EQ in your sales team

by
Neil Davey
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heart brain
Engagement
9th Nov 2017

How to evoke emotion in your apathetic customers

by
Howard Lax
Apathy
Strategy
16th Nov 2017

How behavioural psychology can shape our marketing

by
Neil Davey
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Brain
Ecommerce
20th Nov 2017

Ecommerce: How to harness emotional triggers

by
Simon Bell
Ecommerce heart
Management
27th Feb 2019

How to develop empathy in your service staff

by
Neil Davey
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Heart muscle empathy
Strategy
27th Nov 2017

The 5 most memorably emotional marketing campaigns

by
Chris Ward
Emotional marketing

Most read this week

Engagement
4th Jul 2022

Can a degree add credibility to CX certification?

by
Rhys Fisher
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MSU launch first CX degree in North America

Trending

Engagement
4th Jul 2022

Can a degree add credibility to CX certification?

by
Rhys Fisher
Any Answers comment Icon 1
Channels
3rd Dec 2015

Is AI the future of customer service?

by
Chinia Green
Any Answers comment Icon 1
Voice of the Customer
6th Jul 2022

The power of problem-solving for CX professionals

by
Albrecht Enders

Latest resources

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