The last 10 years have seen a significant evolution from customer service to customer experience. Now, the most successful companies are investing in their customers' outcomes and experiences to proactively maximize the lifetime value of the relationship.
In this new world of "Competing on CX," creating emotional connections with customers is not only the key to developing a sustainable advantage in the marketplace, it's what people have come to expect from the companies they choose to do business with. But how do you build sincere emotional connections when your interactions are online, over the phone, and must scale alongside your customer base?
This fireside chat will show why emotionally engaged customers are twice as valuable, why customer emotions are the single most important predictor of brand loyalty and customer success, and how businesses can operationalize positive emotional connections across their sales, services, and success teams.