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