How has the customer service world evolved since Adam wrote his 2015 book “Be Your Customer’s Hero”?
How can we continue to understand customer expectations and exceed them in 2020 and beyond?
How do you generate the emotions that lead to customer loyalty?
Customer emotion has an outsized impact on customer experience, and hassle can be a significant source of negative emotion. By eliminating these frustrations from our customer’s journey, we open a path for positive emotions to define the customer experience, creating better memories and more loyal customers. You will leave this interview with actionable strategies for creating hassle-free customer experiences that pave the way for positive customer emotions that lead to loyalty.