Morris PentelMar 17, 20214 minEmotionally engaged customers - Your biggest riskThis is part 4 of measuring customer emotions series of extracts *Emotion-Scores (e-scores for short) are a CXFO.Org emotion measurement...
Morris PentelMar 17, 20213 minDon't know, don't care, or both - measuring emotionThis 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...
Morris PentelMar 17, 20213 minMeasuring emotions the second step - You are right but I don't care!This is the second part of Measuring Customer Emotions In my last blog I showed you how to build a crude emotional model using a simple...
Morris PentelMar 17, 20213 minHow to create a customer emotion model in an hour or lessI want to apologise for those waiting for my book....we have had to take it down for technical improvements (which is internal slang...
Morris PentelMar 17, 20212 minHow are you at reading my emotions?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...
Morris PentelMar 17, 20214 minStorytelling - a really short CX GuideUnderstanding the importance of your story in delivering a CX is vital
Morris PentelMar 17, 20213 minfacebook drops $80bn in 10 days as we get emotional about trust...a little predictionMany news sources in the UK and US today have published that the Cambridge Analytica scandal has cost $80bn in 10 days....I think that's...