Exercises How To Interaction Measurement 
Lumoa
FEBRUARY 14, 2024
So, how can your business win over this growing contingent of experience-focussed customers? It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Fine-tuning your CX elements is a constant exercise.
Beyond Philosophy
SEPTEMBER 26, 2018
Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast. How Do We Measure a Feeling? What Emotions Should You Measure?
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Experience Investigators by 360Connext
OCTOBER 17, 2023
You can understand that you need to eat healthier and exercise more to live a healthy life. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. What’s the difference?
Maru Group
APRIL 17, 2023
Are you bluntly capturing affinity or brand love as a metric in your tracker with no idea how to use it to your business advantage? Capturing emotional equity requires a passive System 1 solution that can quantify and validate what emotions are being evoked, how strongly, and what bundle delivers the optimal emotional “payoff.”
Beyond Philosophy
DECEMBER 11, 2020
I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. Be specific.
Beyond Philosophy
FEBRUARY 15, 2024
However, he hasn’t the faintest idea of how to do it from a practical sense. As part of this exercise, choosing an emotion that drives value for your customers is essential. You should also measure the effects of the emotions you choose. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference.
Comm100
DECEMBER 19, 2017
These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.
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