Connecting Brands, Leaders, Employees, and Customers
December 7, 2015 5 Comments
As the title of this post says, CX needs more emotion. If you like this infographic, then you can download this version in .pdf or download a 18″ x 24″ poster version).
The bottom line: Let’s put more emotion into CX!
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.
Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.
My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.
I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.
Great infographic, Bruce. True loyalty can only come from an emotional connection with the customer.
Hi Bruce I am always lacking insights on Industrial companies B2b. any plan to include them in 2016? It would be a game changer for b2b companies.
Thanks for engaging with our content. A lot of our research includes B2B data & best practices (see our B2B Resource Page: https://experiencematters.wordpress.com/b2b-customer-experience-resource-page/). It’s just harder (e.g., much, much more expensive) to get the same breadth of B2B data that we have with B2C.
Important topic and I was wondering how to measure emotional response of customers across omnichannel?
Hi Iwona, good question. Unfortunately, I don’t have a cookie-cutter answer for you. This is one of those questions that requires a deeper discussion of the company’s operation, strategy, and brand values.