Getting emotional. It’s a concept rarely discussed in business. But before you grab a tissue and brace yourself for a sob story, let me explain how getting emotional is essential for building a five-star customer experience (CX).
Research from Forrester shows that emotion has a bigger impact on brand loyalty and customer retention than ease of engagement and CX effectiveness. In fact, Deloitte found that 60% of loyal customers use the same type of emotional language they’d use for family and friends when speaking of their favorite brands.
So, if you want your customers to love, adore and appreciate your brand, it’s time to measure the impact of customer emotion where it’s shown every day: the contact center. Here are three ways to start getting emotional in your approach to CX today.
1. Put sentiment analysis at the core of every interaction
In order to understand your customers’ emotions and gain actionable insight to transform CX, sentiment analysis needs to be at the center of your customer interaction strategy.