Emotionally engaged customers - Your biggest risk
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