S1 Ep 4 (Part 2) - The Economic Power of Emotions (Audio)
Dec 19, 2023 ·
13m 25s
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Description
In Part 2 of Episode 4 on the Strategy Edge podcast, brand interventionist and author of "10 Reasons Why CX/NPS Programs Fail", Christopher Roberts, delves deeper into the critical role...
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In Part 2 of Episode 4 on the Strategy Edge podcast, brand interventionist and author of "10 Reasons Why CX/NPS Programs Fail", Christopher Roberts, delves deeper into the critical role of emotions in customer experiences. He distinguishing key emotions crucial for both B2B vis-a-vis B2C sectors.
Chris explores the sources responsible for delivering these emotions—primarily staff, either directly or indirectly, and technology, using examples like the Disney on-hold experience to illustrate their impact.
He highlights how leveraging emotions strategically can be a potent differentiator in the market, urging businesses to recognise the immense economic value of emotions in driving customer loyalty and recommendations, far beyond mere operational or transactional aspects.
show less
Chris explores the sources responsible for delivering these emotions—primarily staff, either directly or indirectly, and technology, using examples like the Disney on-hold experience to illustrate their impact.
He highlights how leveraging emotions strategically can be a potent differentiator in the market, urging businesses to recognise the immense economic value of emotions in driving customer loyalty and recommendations, far beyond mere operational or transactional aspects.
Information
Author | Engaged Strategy |
Organization | Engaged Strategy |
Website | - |
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