How To Measure Emotion In Customer Experience
Upgrade CX Measurement Programs To Capture Customers' Emotions
November 13, 2015
Why Read This Report
How customers feel about their experiences with a firm can damage — or improve — their perception of the overall experience and the brand. However, few customer experience (CX) pros have integrated emotions in their CX measurement programs. That's why CX pros must advance their firm's ability to define and measure emotion metrics and use this information to improve CX.
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Table of Contents
- Customer Experience Professionals Must Measure Emotion
- Upgrade CX Measurement Programs To Capture Emotion Metrics
- Help Your Organization Embrace Emotion Measurement In CX
- Supplemental Material
How To Achieve CX Management Maturity
March 14, 2016 | Harley Manning
Executive Q&A: Top 10 Customer Experience Strategy Questions Answered
September 2, 2016 | Deanna Laufer
Integrate Your Business Partners Into Your End-To-End B2B Customer Experience
August 1, 2016 | TJ Keitt