Customer Emotion: How to Understand, Measure, and Deliver an Emotional Engagement Strategy

Posted by Rant & Rave

  Companies spend a great deal of time, effort and money gathering and evaluating mountains of customer data in their increasing desire to optimise the customer experience and maximise customer value.
Read More March 27, 2018

Topics: Customer Emotion

What is Emotional Engagement Really About? [Infographic]

Posted by Sam Roberts

Have you heard the news: emotion is the key to winning the hearts and minds of your customers and employees. In fact, Forrester has even gone as far as to state emotion is the key to CX loyalty.
Read More August 24, 2016

Topics: Customer Emotion, Emotional Engagement

What is the role of verbatim in measuring emotion?

Posted by Yiannis Maos

Operationalising a Voice of the Customer programme that gets your customers engaged and presenting feedback is a challenge. Picture the emotional connections you have with just one person.
Read More August 13, 2016

Topics: Customer Emotion, Emotional Engagement

Five Ideas to Get You Thinking About Emotional Engagement

Posted by Yiannis Maos

Establishing emotional engagement in your business is a huge task. Thinking about where you could start engaging with your customers on an emotional level seems like a tricky task. However, it is an...
Read More August 11, 2016

Topics: Customer Emotion, Emotional Engagement

An Introduction to Emotional Engagement

Posted by Sam Roberts

Each customer is different. They all evaluate your products, services and experiences from a different perspective. In order to keep your customers engaged, your company needs to understand...
Read More August 10, 2016

Topics: Customer Emotion, Emotional Engagement

How to Stop Treating your Customers Like Numbers

Posted by Molly Shanahan

As an industry, we know that survey fatigue is real. We know that customers are fed up of lengthy surveys and are craving real engagement with brands. Sadly, the only thing we’re doing is creating...
Read More August 4, 2016

Topics: Customer Emotion, Emotional Engagement

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