C Space

OCTOBER 1, 2018

Ignoring customer emotion means missing opportunities to get customers to choose you and recommend you. Perhaps more importantly, measuring emotion not only produces a more predictive model but can also predict customers’ behaviors. This type of research is highly actionable, providing the specifics (i.e.

Healthcare 56

Healthcare Consulting Consulting Customer emotions 56

Beyond Philosophy

MAY 15, 2021

In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including: B2B is complicated, so you need to simplify it. Recognize that customer emotions apply. Manage different customers differently. Key Ideas to Improve your Customer Experience.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

SmartKarrot

MAY 6, 2022

Touchpoints that a consumer is likely to use at each stage of the journey should always be included in a customer journey map. Capturing customer emotions and feeling is another important reason for creating a customer journey map. What are the mistakes to be avoided when creating a customer journey map?

Journey mapping 10

Journey mapping B2B B2C Healthcare 10

Customer Relationship Metrics

JANUARY 11, 2017

To do Customer Experience right, you don’t just need to test different positions or processes. Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. These are the results that are rooted in emotion. And you need to link the customer emotion to people that serve them.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67