Description

Emotions drive perceptions, and human interactions are more emotionally resonant than digital interactions. That’s why helping employees create more positive emotions in their interactions with customers is so important to customer experience (CX) outcomes.

In this webinar, Danielle Place, Margaret Rodriguez, and Sam Stern share data that highlights why emotions are so important to CX perceptions, their impact on customer loyalty, and how firms should help employees deliver more emotionally resonant experiences. They also share guidance on how firms can craft a customer emotion action plan that is relevant both for their CX/revenue growth relationship and for the current stage of their customers’ emotions.

Key takeaways:

• Employee-customer interactions are more emotionally resonant and therefore more important to get right than digital interactions.
• CX pros should focus on improving the emotions that employees evoke from customers in ways that are relevant for the relationship between CX improvement and revenue growth for their firm.
• CX pros should also focus on helping customers better recall memories of positive experiences.

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