Design Customer Support Journeys That Spark Loyalty-Driving Emotions

A customer trying to resolve an issue is in a heightened emotional state — especially if a preventable error has occurred. This is why customer support and service recovery journeys are critical. They evoke strong emotions, whether positive or negative, and require high levels of empathy. This report helps CX leaders identify the main loyalty-driving and loyalty-destroying emotions in customer support and service recovery journeys and provides guidelines on how to activate positive emotions, develop employees’ EQ, and avoid key emotions.