Trends Report

Brief: Managing The Emotional Impact Of Your Customer's Experience

Why Companies Must Understand And Manage How They Make Their Customers Feel

May 19th, 2016
Thomas McCann, null
Thomas McCann
Anjali Lai, null
Anjali Lai
With contributors:
Michael Barnes , Harley Manning , Erna Esa , Bill Nagel


Forrester's Australia Customer Experience Index (CX Index™) research clearly demonstrates that emotions are the most important factor shaping customers' perceptions of their experiences with a brand. While companies generally acknowledge the importance of emotions in their relationship with customers, most lack a sound understanding of how different emotions affect their customer's experience. This understanding is critical for CX pros who wish to deliver high-quality experiences that truly differentiate them from their competitors and drive desired business outcomes.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.