Summary
Many healthcare organizations (HCOs) get emotion wrong and risk alienating customers. Instead of designing experiences based upon a wide range of emotions, HCOs often and mistakenly equate emotion just with delight. There’s a risk of missing the other emotions that lead to customer retention, loyalty, and advocacy. This report shows how HCOs can improve customer experiences by understanding the spectrum of emotional triggers, emphasizing more than just delight, and designing for confidence.
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