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
SS
Samuel Stern
DP
Danielle Place
MR
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.

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