Emotion and the Customer Journey: Go Beyond the NPS to Improve Your Customer Experience

Ever feel like those ratings of 6 or 7 on a net promoter survey (NPS) are worse than useless? On any other scale of 1 to 10, a seven would be really good. But what if that 7 would have been a 9 if the customer had responded when they ordered their product rather than after there was a problem with shipping? There are several stops along the customer journey, and you can encourage more feedback with more nuance to capture that data.

This session will outline tactics using the neuroscience of emotion to develop an experience that offers customers something of greater long-term value than just the solution to an immediate problem.

After this session, you’ll be able to:

• Identify how emotion impacts micro conversions along your customers' journey
• Implement a customer feedback strategy that goes beyond the NPS
• Adjust customer engagements based on feedback