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Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode: The Secret of Measuring Customer Emotions
Description: Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer's emotions account for over half of the outcome in any Customer Experience. At first, people thought we were crazy, but now, many organizations understand the significance of emotions in their Customer Experiences. However, too many organizations do not get specific enough about customer...