Do We Need To Shift How We Think About Emotion And Customer Journeys?
Here is the latest from Forrester Research on customer journeys. Joana de Quintanilha, is a VP, Principal Analyst. We …
Tag Archives: Emotion
What are customer journey maps and what can you do with them? What about design and emotion?
Customer journey mapping is usually done using personas. Personas are fictional characters, which you create based upon your research to …
What is the main point of building the digital business and the customer experience?
What is the main point of building the digital business and the customer experience? It is not to spend a …
What about emotional connections and the customer experience?
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” ~Chip Bell
In the Gallup Customer Engagement Survey, the final question asked is “I can’t imagine a world without XYZ.” The rating …
Epidemic of Emotionless Experience Design
Bruce Temkin and his team are onto something. There are at least 3 core pillars to the customer experience. Many …
How did I feel about that experience? Was it fun?
Many things make up the customer experience. Three that many agree on are achieving a goal, the effort it takes …
Is this the year of purpose?
It is a great question to think about. Will I be purposeful? It’s once again the time of year when …
Does the customer experience need more emotion?
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
Have we forgotten to engage emotionally with customers?
Having the right numbers is critical. But CEOs are human too, so you should also strive to get them to …
Apple and Google Lead Software Industry in Customer Experience
The customer experience is gaining traction and measuring it has become critical. From a personal point of view, it isn’t …
Digital Business