Customers perceive their experience with an organization across three dimensions: success (whether they can accomplish their goal), effort (how easy or difficult is it to accomplish their goal), and emotion (how the experience makes them feel). Of these three dimensions, the emotion component has the most significant impact on customer loyalty, yet it is also the component that organizations are least adept at handling.
Watch this short, fun video to learn more about the power of creating a positive emotional experience for the customer. If you enjoyed the content of this video and would like to learn more about customer emotions and their effect on people’s experiences, check out our launchpad on Understanding Human Behavior.
This video was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.