Connecting Brands, Leaders, Employees, and Customers
October 5, 2016 2 Comments
To help celebrate “The Year of Emotion” on CX Day (and beyond), Temkin Group created this fun, short video: Start Talking About Emotion.
The bottom line: Add the Five A’s of an Emotional Response to your vocabulary
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.
Customer Experience Matters® 
Thank you – often delegates on our Customer Journey Mapping training course really don’t believe that THEIR customers buy on emotion! Why do we want to believe that somehow logical decision making is ‘better’ or superior? What are we afraid of regarding emotional decision making? Do you have any resources to help organisations discover / identify the truth behind the fact that most purchase decisions are rooted in the emotions?
Hi Liz: Thanks for sharing your comment. In the report Behavioral Guide to Experience Design, we provide some details about how human biases drive emotional decisions, but we don’t really have any resources a this point that would help a specific organization uncover the specific role that emotions play in their customers’ decisions. However, I think you’ll find some supporting resources by looking through the emotion content on this blog.