The Emotions And Moments In The Customer Journey That Really Drive Loyalty

Many companies get emotion wrong. Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. Contrary to conventional wisdom, making customers happy doesn’t always correlate with making them loyal. CX leaders need to think more broadly about the emotions that drive customer loyalty. CX pros need to combine knowledge about the emotion of different customers and journeys with the moments that triggered them. This report helps CX leaders identify key moments in customer journeys that spark and shape emotions like disappointment, confidence, and making customers feel respected.