2005, Consulting, Customer emotions and Engineering

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2005

Consulting

Customer emotions

Engineering

Why Managing Customer Emotions Is Even More Than You Think

Enghouse Interactive

JULY 23, 2021

When applying these concepts to a customer experience organisations should understand how to positively define, engineer, and manage the memory of their customers. In a contact centre, organisations should understand: What is the Peak emotion of the call? But which emotions should you try and evoke in your customers?

Customer emotions

Customer emotions Management Consulting Consulting

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

NOVEMBER 19, 2020

Lewis Carbone is a Customer Experience expert and speaker, and founder of Experience Engineering. If you haven’t already, I suggest you read his book, Clued In: How to Keep Customers Coming Back Again and Again. These clues affect our emotions, shape our attitudes, and guide our actions.

Customer Experience

Customer Experience Customer emotions Customer centricity Consulting

Customer Contact Central

Why Managing Customer Emotions Is Even More Than You Think

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

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