A 2 minute overview of the Business Model Canvas, a tool for visionaries, game changers, and challengers. This method from the bestselling management book Business Model Generation is applied in leading organisations and start-ups worldwide.
Human emotion is a primary driver of how people feel about brands and the extent to which those feelings — along with needs/wants — drive spend. This basic reality sits underneath customer experience (CX) initiatives, as one of CX’s core objectives is to design experiences that evoke emotions that drive affinity and spend.SEE ALSO: The Customer Experience Revenue Growth Equation Holds True In Europe Download this exclusive report from Forrester to learn about:
Figure 1 is interesting "Companies struggle to make customers feel good" ... I wonder if this is because of a focus on controlling (and reducing the probability of) negative emotions in any experience? Putting it in a complaints context, many firms are focused on reducing the volume of complaints (rightly so!) and negative complaints experiences, but sometimes lose sight of what drives a positive complaints handling experience and delivering more of that.
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