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'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.
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.