Emotions, Behaviors, CX, and Colin Shaw

October 15, 2015 Leave a comment

Are Customer Emotions & Behaviors the Future of Customer Experience? That’s a question that Colin Shaw and I recently discussed/debated during a joint webinar. You can see a recording of the session below.

If you don’t have time to watch the recording, then here’s a quick summary: “Yes!”

Customer experience is all about people (human beings!) who don’t behave as rationally as many people tend to believe, and they are often driven to action based on their emotions. Customer experience efforts must do a much better job of dealing with this reality, with both customers and employees.

Here’s some related content:

The bottom line: Great customer experience requires a strong focus on emotions & behaviors.

Filed under Customer experience, Emotion

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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