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ON-DEMAND WEBINAR
Four Ways To Improve The Emotional Side Of Customer Experience
Original Broadcast Date: September 21st, 2015
Megan Burns
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Description
Forrester measures CX quality on three dimensions – effectiveness, ease, and emotion. Emotion, how the experience made someone feel, has a bigger effect on customer loyalty than effectiveness or ease in 17 of the 18 industries that we track. Unfortunately, few companies understand or design for customer emotions the way they should. This webinar offers CX professionals a primer on the most important rules of human emotion for CX professionals and outlines four best practices that emotionally savvy brands use to make customers happy and keep them that way.
Agenda:
- How do a customer’s emotions influence their experience with a brand?
- Which brands understand and manage emotional CX well?
- What does every CX professional need to know about human emotion?
- What can companies do to make sure that every customer walks away feeling good about the experience they just had?
Key takeaways:
- Expand customer listening and research programs to look for five sources of customer emotion: 1) customer temperament, 2) industry or domain, 3) past experiences, 4) physical environment, and 5) immediate goal.
- More accurately predict customers’ emotional response to company actions.
- Know which parts of the customer journey to focus on to improve emotional CX the most
Vendors mentioned:
Affectiva, Experience Engineering, Mattersight
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