Adam and Jeannie discuss neuroscience and new study data to better understand the emotional impact on CX.

Understanding your impact on CX

We hate to be a downer, but improving customer experience isn’t all about thinking positive. As you push forward, adding moments of delight to the customer journey, are you paying enough attention to those tiny pain points?

“As leaders, we have to take the rose-colored glasses off.” -Jeannie Walters

A new study from InMoment reveals that negative emotions last longer than positive ones, so those tiny negative moments dominate the otherwise great experience you create! What’s more, executives typically perceive a watered-down version of the negative emotions customers experience. So as our brains are constantly seek out the negative stimuli that spoil our overall experience, the data decision-makers act on typically downplays their impact. 

“Until you resolve those feelings of disrespect, nothing else matters.” -Adam Toporek

Join us today as we explore staggering facts from InMoment and findings from Adam’s own study, digging into the neuroscience behind customer emotions. It’s heavy stuff, but Adam and Jeannie are here to help you make sense of it all, then get ahead of it.

Listen in for a better understanding of customer behavior plus some tips you can use today!

Related Content

• 360Connext® post, 3 Destructive Consistency Issues You Need to Overcome Now
• Customers That Stick® course, Mastering the 7 Service Triggers
• Episode 194: (Tip) Taking Negative Interactions Personally
• Episode 097: The Best Customer Loyalty Metrics
• We're on C-Suite Radio! Check it out for more great podcasts

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Take care of yourself and take care of your customers.

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