The 5 Rules of Measuring and Managing Customer Emotions
Beyond Philosophy
DECEMBER 11, 2020
I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). The 5 Rules for Measuring and Managing Customer Emotions. Measure the specific emotions across the customer journey.
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