Trends Report

How Firms Help Employees Evoke Emotions That Deepen Customer Loyalty

Create More Positive Emotions And Heighten Memories Of Positive Emotions

January 10th, 2018
Samuel Stern, null
Samuel Stern
Danielle Place, null
Danielle Place
Margaret Rodriguez, null
Margaret Rodriguez
With contributors:
Harley Manning , Laura Tramm , William Willsea , Shayna Neuburg

Summary

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.

Want to read the full report?

Contact us to become a client

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.