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For Customer Experience Professionals

How Firms Help Employees Evoke Emotions That Deepen Customer Loyalty

Create More Positive Emotions And Heighten Memories Of Positive Emotions

January 10, 2018


  • By Samuel Stern,
  • Danielle Place,
  • Margaret Rodriguez
  • with Harley Manning,
  • Laura Garvin Tramm,
  • William Willsea,
  • Shayna Neuburg

Why Read This Report

Emotions drive customers' perceptions — and human interactions are more emotionally resonant than digital interactions. That's why CX pros must help their colleagues deliver experiences that create more positive customer emotions. They can do this by sharing information about what matters to customers and training and coaching employees about what they should do to evoke positive customer emotions. To get more value out of good employee experience delivery, firms must also help customers better remember positive emotions associated with past interactions.

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Table of Contents

  • Positive Emotions Drive Long-Term Loyalty
  • How Firms Can Help Employees Create Positive Customer Emotions
  • To Boost Loyalty, Heighten Customers' Memories Of Positive Emotions
  • What It Means

  • Firms Will Focus On Employee Emotions, Too
  • Supplemental Material
  • Related Research Documents