Get Emotional with Customer Experience

While customers perceive three dimensions of an experience; success, effort, and emotion, Temkin Group research shows that companies are weakest when focusing on emotion. And it's a real problem, because emotion is the most significant driver of customer loyalty. The good news is now both B2B and B2C companies are beginning to recognize how the role of customer emotion plays into the buying cycle.

Considering all the potential gains, is your business ready for the paradigm shift from purely transactional decision making to a process where customer emotion has a true impact on your business decisions? If so, you won't want to miss this!

In this webinar, you'll hear from Bruce Temkin, Customer Experience Transformist & Managing Partner at Temkin Group, and Stacey Nevel, Director, Voice of the Customer Consulting at Confirmit, and learn about best practices for infusing emotion into your organization's efforts including:

  • How to leverage mobile to collect in-the-moment feedback, while emotions are still fresh in the customer's mind
  • The value of collecting unsolicited feedback to measure both customer and the broader market's emotions surrounding your brand, products, and/or services
  • Which metrics are best designed to measure customers' emotional perceptions
  • Simple steps to add emotion and sentiment measurement into your existing feedback program
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Stacey Nevel
By Stacey Nevel
08/16/2016
Bruce Temkin
Bruce Temkin

Stacey Nevel is a seasoned Customer Experience (CX) professional with over 20 years of experience managing customer and employee feedback programs. She has a background in CX feedback measurement and management within client-side financial services companies and for last 13 years with vendor-side CX technology and consulting providers. Her current role as the VoC Consulting Director at Confirmit involves championing industry best practices among current clients, helping new clients define or re-define their VoC programs and helping to shape Confirmit’s VoC methodology and services offerings. Stacey holds a B.S.B.A. in Marketing/Psychology from Georgetown University as well as CCXP, CEM and NPS® industry certifications.

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