infusing emotion into your customer experience

Infusing Emotion Into

Your Customer Experience

Bruce Temkin, CCXPCX Transformist & Managing Partner

Temkin Group

Bruce Temkin, CCXPCX Transformist & Managing Partner

Bruce Temkin is widely viewed as a customer experience visionary. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. His company, Temkin Group, is a leading research and consultancy focused on enterprise-wide customer experience transformation. It helps many of the world’s largest brands lead their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of their customers, employees, and partners. Bruce is also the co-founder of the Customer Experience Professionals Association.

©2015 QUALTRICS LLC.


Three Realities of Emotion1. Companies focus on it the least



2. Customers give it low marks




2016 Temkin Experience Ratings



2. Customers give it low marks(But not for everyone)

Industry Leaders in 2016 Temkin Emotion Ratings




3. It drives loyalty

Success Effort Emotion

Likely to Recommend (Promoters)

LOWRatings

HIGHRatings


What drives emotion?



Sensory

Stimulation Identification



Sensory Feeling




SocialSensory Feeling



Remember these guys?



Social ValuesSensory Feeling



How do you design for emotion?


How do you design for emotion?1. Talk about emotion



2. More qualitative research



2. More qualitative research

3. Focus on customers’ journeys, not your interactions


Customer Journey ThinkingTM


Customer Journey ThinkingTM

Always ask five questions:

1. Who is the customer? 2. What is the customer’s real goal? 3. What did the customer do right before?

(repeat three times) 4. What will the customer do right afterwards?

(repeat three times)5. What will make the customer happy?


Don’t satisfy customers


Don’t satisfy customers

Make them

FEEL HAPPY!


Bruce Temkin, CCXPCustomer Experience Transformist& Managing PartnerTemkin Groupwww.temkingroup.com

Twitter: @btemkinBlog: THECXBlog.comCustomer Experience Matters®

INTENSIFYEMOTION.com

Thanks!

Thank You!

infusing emotion into your customer experience

Business