S1 Ep 4 (Part 2) - The Economic Power of Emotions (Audio)

Dec 19, 2023 · 13m 25s
S1 Ep 4 (Part 2) - The Economic Power of Emotions (Audio)
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...

show more
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
Information
Author Engaged Strategy
Organization Engaged Strategy
Website -
Tags
-

Looks like you don't have any active episode

Browse Spreaker Catalogue to discover great new content

Current

Podcast Cover

Looks like you don't have any episodes in your queue

Browse Spreaker Catalogue to discover great new content

Next Up

Episode Cover Episode Cover

It's so quiet here...

Time to discover new episodes!

Discover
Your Library
Search