Call Center Customer emotions Exercises Journey mapping 
Beyond Philosophy
DECEMBER 11, 2020
Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Define which emotions drive the most value for you. Measure the specific emotions across the customer journey.
Beyond Philosophy
JULY 13, 2021
Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Unfortunately, it does not come across that way to a customer.
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