Login de en

CX: Successful management of emotions

Gallery tool VAL|LERY measures the emotional impact of touch points within the customer journey

Positive customer experiences and respectively resulting emotional bonds facilitate sustainable business relationships. A central variable in the customer’s experience are the emotions associated with a certain touch point, in addition to the detailed process flows involved respectively. In order to turn a customer’s journey into a positive experience, one first and foremost needs to understand every step of the customer’s experience during his or her interaction with the company. In their article in planung & analyse, our experts Laura Ostländer and Dr. Michael Koch show how to achieve this by means of our validated picture gallery VAL|LERY.

The German original of this article was first published in planung & analyse, issue no. 06/2017.

INDICE 6 Login
© 2001-2022 – Internetagentur – Wrocklage Werbewerkstatt
Your Cookie & Privacy SettingsThis page uses necessary cookies to make the page technically available. Please decide for yourself whether cookies may also be activated for the purpose of statistical evaluation. You can revoke your consent at any time. Further information is available in our data protection information.
Adjust cookie-settings