Identify your Emotional North Star and start measuring and managing against customer emotions, showing how a customer experience delivering a specific emotional outcome has an impact on business metrics.
By identifying the top emotions created in your experience, and redesigning it to create stronger emotional outcomes, you can capture more of your customers’ business—because they will want to work with you more. Emotions are the most powerful influence on the decisions people make, including decisions your clients make about continuing to do business with you.
From insurance to chemical manufacturing, Jim Tincher shares case studies of companies designing Customer Experiences towards an Emotional North Star.
Hear hosts Jim Tincher and Nicole Newton, and special guest Nancy Flowers, Hagerty’s VP of Member Experience, to learn how having one North Star aligns your teams on outcomes and makes your CX improvement efforts more impactful and efficient. And by carrying this emotion forward to measurement, you can track your success in eliciting it…and prove the impact of your efforts to leadership.
Watch WebinarLearn the science behind measuring emotions from Roxie Strohmenger, VP of CX Strategy at UKG. Roxie’s CX program demonstrates how emotional outcomes within the customer journey directly impact key KPIs, and have spurred both customer-centric and revenue-generating behaviors within the organization.
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Do B2B Better is a call to action for business-to-business (and B2B2C) organizations to improve their customer experience strategy, leveraging a powerful model called the CX Loyalty Flywheel. Learn what sets change-making CX programs apart from the competition and deliver exceptional experiences and bottom-line results for your organization.
