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Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode: What Customer Emotions Drive the Most Value
Description: What Customer Emotions Drive the Most Value 15 years ago, in Munich, I was asked a question I couldn't answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn't know. That was in 2004. For the next two years and in partnership with the London Business School, we undertook research to answer that question. After millions of answers from thousands of respondents i...