232: Negative Emotions Have a Bigger Impact on CX

Adam and Jeannie discuss neuroscience and new study data to better understand the emotional impact on CX. Understanding your impact on CX We hate to be a downer, but improving customer experience isn’t all about thinking positive. As you push forward, adding moments of delight to the customer journey, are you paying enough attention to those tiny pain points? “As leaders, we have to take the rose-colored glasses off.” -Jeannie Walters A new study from InMoment reveals that negative emotions last longer than positive ones, so those tiny negative moments dominate the otherwise great experience you create! What’s more, executives typically perceive a watered-down version of the negative emotions customers experience. So as our brains are constantly seek out the negative stimuli that spoil our overall experience, the data decision-makers act on typically downplays their impact.  “Until you resolve those feelings of disrespect, nothing else matters.” -Adam Toporek Join us today as we explore staggering facts from InMoment and findings from Adam’s own study, digging into the neuroscience behind customer emotions. It’s heavy stuff, but Adam and Jeannie are here to help you make sense of it all, then get ahead of it. Listen in for a better understanding of customer behavior plus some tips you can use today! Related Content 360Connext® post, 3 Destructive Consistency Issues You Need to Overcome Now Customers That Stick® course, Mastering the 7 Service Triggers Episode 194: (Tip) Taking Negative Interactions Personally Episode 097: The Best Customer Loyalty Metrics We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices