Temkin Group on Tuesday predicted 2016 will be the year of emotion. That’s one of 11 customer experience trends to watch for in the coming year, managing partner Bruce Temkin wrote in a blog post. “Emotion is the component of customer experience that has the largest impact on loyalty, but it is also the area where companies are least adept and often seemingly ignore.” Temkin Group examined the connection between the three elements of an experience — success, effort and emotion — and multiple loyalty factors across 20 industries.
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CRM to Get Emotional in 2016
Posted by: Richard Adhikari December 17, 2015 03:38 PMTemkin Group on Tuesday predicted 2016 will be the year of emotion. That’s one of 11 customer experience trends to watch for in the coming year, managing partner Bruce Temkin wrote in a blog post. “Emotion is the component of customer experience that has the largest impact on loyalty, but it is also the area where companies are least adept and often seemingly ignore.” Temkin Group examined the connection between the three elements of an experience — success, effort and emotion — and multiple loyalty factors across 20 industries.