Ronni Marshak continues looking at how customer emotions impact their relationships with your organizations and your brands. In an enhancement to our Customer Co-Design methodology, Customer Scenario® Mapping, we encourage capturing how customers might feel depending on how well you help them achieve their goals. Doing so can give you a line of site from customer priorities through your bottom-line opportunities based not only on how they measure success, but also on how they are feeling while doing business with you.
Assigning Emotions to Moments of Truth
Enhancing Customer Scenario® Mapping by Capturing Feelings
By Ronni T. Marshak, Executive VP and Senior Consultant, Patricia Seybold Group, November 15, 2012