Unlocking Emotional Power through Voice of the Customer


Sarah Simon

Sarah Simon

Author Bio

With over 20 years’ experience in customer experience, Sarah’s passion lies in operationalizing the Voice of Customer to drive outstanding customer experiences. Her specialties include VoC architecture, developing linkages to business performance, reduction of customer defection and analyzing customer feedback to tell the customer’s story. Her expertise in VoC survey design has combined with omni-channel customer listening to structure sophisticated, customer-friendly VoC programs. 

Currently, she serves as VoC Consulting Director at Confirmit, where she combines her industry thought-leadership with customized needs-analysis to architect new feedback initiatives and corresponding customer experience strategies. She also runs diagnostics on existing programs to optimize structure and function to yield significant business insights from mature programs.


Jim Rembach

Jim Rembach

Author Bio

Jim Rembach is a certified Emotional Intelligence practitioner that aids organizations in improving their emotional power. Jim is the Founder of Beyond Morale and is a founding member of the Customer Experience Professionals Association’s CX Expert Panel and Host of the Fast Leader Show podcast.

 

You agree that everybody has emotions? Great, because emotions are a key part of every customer experience. Feeling appreciative? Angry? Ambivalent? However you feel as you read this, there'll be some form of emotion there. Just as there are during any experience. And that’s why measuring emotions must be a vital component of every customer experience program.

The aim of a CX program is to uncover customer emotions and take action that will drive more positive and fewer negative emotions so that customers come back for more and even tell others about how much they love your organization.

So why do so many organizations fail to incorporate emotion into their Voice of the Customer programs? Measuring against the usual CX metrics helps you to understand the customer experience, but emotion adds a vital dimension to help you interpret that experience through the customers’ eyes.

In this webinar, Sarah Simon, VoC Consulting Director, Confirmit and Jim Rembach, cx Expert, Beyond Morale, uncovered the truth about emotions and behavioral change to help you increase your emotional power and achieve your most desired customer outcomes.

In this webinar you will learn:

  • Fundamental flaws of using a journey map to interpret customer emotion 
  • The secrets to making your VoC program more actionable
  • How to perform an emotional power assessment to ensure you are using positive emotions to fuel your organization
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