{"id":20384,"date":"2020-09-30T21:33:29","date_gmt":"2020-09-30T21:33:29","guid":{"rendered":"https:\/\/sundaysky.com\/news\/cmswire-what-are-the-emotional-drivers-behind-customer-experience\/"},"modified":"2025-02-11T22:43:27","modified_gmt":"2025-02-11T22:43:27","slug":"cmswire-what-are-the-emotional-drivers-behind-customer-experience","status":"publish","type":"news","link":"https:\/\/sundaysky.com\/jp\/news\/cmswire-what-are-the-emotional-drivers-behind-customer-experience\/","title":{"rendered":"What Are the Emotional Drivers Behind Customer Experience?"},"content":{"rendered":"<h3>For brands seeking to improve the customer experience (CX) across the entire customer journey, and increase customer loyalty and retention, many have changed their focus from customer satisfaction to creating an emotional connection. SundaySky CEO Jim Dicso discusses the emotional drivers and motivators for CX that build a customer connection that compels action:\u00a0<\/h3>\n<div>\u201cIn terms of consumer engagement and customer connection, emotional motivators are the triggers that enable us to make decisions and take actions in response to something,\u201d he explained. \u201cIt\u2019s the common \u2018think, feel, do\u2019 approach to delivering content: \u2018think\u2019 is the reason for making a purchase, but how you \u2018feel\u2019 about what you\u2019re buying is the emotional appeal \u2014 whether it\u2019s conscious or not. And ultimately the goal of content is to inspire customers to take the next \u2018best\u2019 action along their journeys.\u201d<\/div>\n<div>\u00a0<\/div>\n<div>\u201cThis year has been a time where emotions run high, and brands need to tread lightly when it comes to building emotional connections with customers,\u201d suggested Dicso. \u201cEmotional intelligence is important in brand messaging as part of the overall digital customer experience, and it doesn\u2019t take a major overhaul to do well.\u201d<\/div>\n<div>\u00a0<\/div>\n<div>Dicso said that now is the time to practice empathy with customers and community, because people have naturally been emotionally vulnerable. \u201cCOVID-19 has made it vital to prioritize empathetic communication over brand values right now. Those with a business-as-usual strategy risk seeming tone deaf and chasing customers away. On the other hand, those that show customers understanding and thanks \u2014 a realization that these are challenging times, appreciation for their support, and explicit changes in place for the customers\u2019 well-being \u2014 will gain greater appreciation from customers and stronger loyalty in the future.\u201d<\/div>\n<div>\u00a0<\/div>\n<div>Read the full article at CMSWire: <em><strong><a href=\"https:\/\/www.cmswire.com\/customer-experience\/what-are-the-emotional-drivers-behind-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">What Are the Emotional Drivers Behind Customer Experience?<\/a><\/strong><\/em><\/div>\n","protected":false},"excerpt":{"rendered":"<p>For brands seeking to improve the c<\/p>\n","protected":false},"author":4,"featured_media":1079,"comment_status":"closed","ping_status":"open","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","om_disable_all_campaigns":false,"inline_featured_image":false,"footnotes":""},"industry":[],"use_case":[],"blog-topic":[82],"class_list":["post-20384","news","type-news","status-publish","format-standard","has-post-thumbnail","hentry","blog-topic-company"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What Are the Emotional Drivers Behind Customer Experience? 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