• The Role of Emotion in Customer Engagement

The Role Of Emotion In Customer Engagement

Customer Emotion and how customers feel about a brand can often affect their purchasing decisions. So how can companies ensure they are making their customers feel good?

Customer Focus gathered a group of senior customer service professionals at The Savoy in London to discuss what defines a great experience and what brands can do to attract new customers.

"In order to bridge the gap between what is important to them as a business and what matters to their customers, organisations need to understand the emotional context behind each customer interaction. This type of approach needs to be inclusive and led from the top - no CEO should be allowed to operate in a bubble, or else they run the risk of creating silos across their organisation."
- Kenny Bain, CEO, Rant & Rave.

Download the full piece to find out how brands such as Which?, Autotrader and Yahoo! are going from good to great by taking Customer Emotion into consideration.

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"Rant & Rave gives us the ability to find out what our subscribers really think in real-time, so we can react quickly."


− Beverley McIntyre, Head of Customer Operations, News UK