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The Emotional Anatomy of Customer Experience
Manage episode 373771245 series 3481684
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Are you ready to elevate your CX game? Dive into the intriguing case of Compassion International and discover how emotions have emerged as the most accurate predictor of loyalty. We'll challenge the status quo, discussing why simply eliminating negative experiences might not be enough to foster positive relationships. Embrace the significance of 'emotional wow' and learn how it trumps mere efficiency. Hear from Jim Tincher, CEO at Heart of the Customer, as he passionately expounds on the key role of emotions in service recovery and loyalty. Lastly, don't miss out on the golden opportunity to join a vibrant cohort of 11 other CX professionals to brainstorm and strategize. And remember, we have discount codes for Jim's conference, just waiting to be claimed!
Chapters
1. Customer Emotions in CX Measurement (00:00:00)
2. Emotions in B2B Loyalty Importance (00:14:31)
3. Implications of Emotions in Loyalty (00:19:59)
74 episodes
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