We'll just need a little more information in order to optimize our services and communications for you:

An Emotional View of a Customer’s Journey

Download Now

In today’s day and age, where companies and consumers impact 
the messaging of products and services (P&S), creating emotional connections is taking on more prominence. Studies indicate that positive emotions may have more of an impact on loyalty than the rational evaluation of product attributes. In many P&S categories, companies
are looking for ways to create a deeper experience. These experiences preferred by many consumers, especially millennials, require a marketing and services operations approach involving head and heart.

In this article, the authors examine transactions in eleven industries, measuring overall satisfaction from not only a functional standpoint, but also noting their associated emotions and intensities.

SOME OF THE WORLD'S BEST BRANDS TRUST MARITZCX

Reliant
AT&T
rei
citi grey
nissan

MaritzCX is the world’s only full-service customer experience company that combines technology, data, and research expertise to make sure the right people in your organization can understand and respond to every customer experience in real time.

Free PDF Download

loading

We promise to always keep your data safe and secure. You can unsubscribe at any time.

MaritzCX