We need our emotions to help us make decisions. Without sadness, anger, and disappointment, we wouldn’t know when something has gone wrong or how to fix it. Similarly, our excitement and sense of pride tell us what we are doing right and remind us to keep doing more of it.
This not only affects our personal lives and relationships, but our professional ones as well, especially when it comes to ecommerce and online reviews.
https://blog.smileback.io/the-emotional-science-behind-bad-customer-feedback-/
Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough?
Many CX industry experts suggest that businesses should focus on CX practices that help them create a strong emotional connection with customers.
http://customerthink.com/5-key-lessons-about-emotions-and-customer-experience/
