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Home > Forrester's CX Cast > 79: Quantifying Your Customers' Emotions, Part 1
Podcast: Forrester's CX Cast
Episode:

79: Quantifying Your Customers' Emotions, Part 1
Category: Business
Duration: 00:12:43
Publish Date: 2016-12-14 23:00:00
Description: itunes pic

Human beings aren’t getting more emotional; it’s just that they now have the power, willingness, and ability to take action when provoked by a delightful or frustrating experience. Understanding these emotional responses can help brands design experiences that elicit the specific feelings that drive loyalty. In part 1 of a 2-part series, Forrester CMO Victor Milligan and VP of Customer Experience Index Roxie Strohmenger join CX Cast to discuss the rising importance of emotion in business and what specific emotions create and curb loyalty.


Loyal listeners may recognize this as a frequent topic for CX Cast. For those less familiar, check out our previous episodes: 
  • 77: Rise of the Empowered Customer
  • 37: How To Measure Emotion in Customer Experience
  • 25: The Impact Of Emotion in Customer Experience

Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.

 
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