This is part 5 of the measuring customer emotions series. In the previous extracts we looked at all of the other groups this is our final one. This is a state of being. This is the moment when you see your beloved in her wedding gown the first steps of an infant and the moment you lose control of your temper. THIS IS PASSION I am beyond angry beyond love because I am in a state of passion. Your product or service has touched my life so much I am in a state of rapture Group 5

This is part 4 of measuring customer emotions series of extracts *Emotion-Scores (e-scores for short) are a CXFO.Org emotion measurement tool In the last extract I talked about the customers who are not really fans and with whom you don't have a strong emotional connection. Today I want to talk about the customers who are engaged. Engaged Customers are your largest commercial risk. Ironically we want engaged customers but they are dangerous. The reason is simple, because the

This is part 3 of the series on measuring customer emotions For most brands for most products we may own them but we are not emotionally engaged. We may not even remember the brand or the manufacturer. There are many good reasons for that. Most people don't remember things that work and things that only hold a functional based emotional relationship status. There are brands at the other end of the spectrum that I will talk about later but for this blog let's just consider th

​​I want to apologise for those waiting for my book....we have had to take it down for technical improvements (which is internal slang for Morris screwed up and it will take weeks to fix). It will be back as soon as possible! By way of compensation here is an extract from chapter 1 of Measuring Customer Emotions (the textbook from training courses) click for details How do you build a customer emotion model? Q - Is there is a way to do it in less than an hour? A - I am going

If you want to get an accurate read of emotions you need to start from a model of how customers are before they meet you! I call it the HAY model. Saying “hello, how are you?” is at the start of every social interaction. It is the declaration of our emotional state. We all do it, all the time......so we understand it! It is a keystone habit of behaviour which means we all understand it really well. We can build a crude model of how are you? Because if we can do that, then we

Understanding the importance of your story in delivering a CX is vital

TheExperienceManager.com platform is an exciting new environment where you can create and share customer journeys. It is easy to use, comes with templates and help content and allows you to start designing an experience in a matter of minutes. Its a customer journey mapping tool and so much more! From organising lunch to developing a CX Strategy in a social media crisis its important to use the right tools #CustomerExperienceFoundation #CXFO #CustomerSatisfaction #NetPromotor

Today we are launching Measuring-Customer-Emotions.Com Training so I thought I would write about it. Our first product is the short course How are you? Part 1 is called How Are You? There are 4 parts: Understand how we think about emotions Convert emotions to words Convert emotions to numbers Build our first Emotion Dashboard Watch the Movie Download the slides and templates Join the Forum and a money back guarantee! Its a simple approach to managing the emotional part of cu