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  • 1 year ago
232: Negative Emotions Have a Bigger Impact on CX

232: Negative Emotions Have a Bigger Impact on CX

Adam and Jeannie discuss neuroscience and new study data to better understand the emotional impact on CX. Understanding your impact on CX We hate to be a downer, but improving customer experience isn’t all about thinking positive. As you push forward, adding moments of delight to the customer journey, are you paying enough attention to those tiny pain points? “As leaders, we have to take the rose-colored glasses off.” -Jeannie Walters A new study from InMoment reveals that negative emotions last longer than positive ones, so those tiny negative moments dominate the otherwise great experience you create! What’s more, executives typically perceive a watered-down version of the negative emotions customers experience. So as our brains are constantly seek out the negative stimuli that spoil our overall experience, the data decision-makers act on typically downplays their impact.  “Until you resolve those feelings of disrespect, nothing else matters.” -Adam Toporek Join us today as we e

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