Why do we do what we do? The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads. These little voices are in your Customers’ heads, too, and they are telling your Customers how they feel about their experience–and whether they are going to come back!<\/p>\n
Emotions are fundamental to Customer behavior in your experience, too, whether you are in business-to-consumer or business-to-business. They affect what your Customers are going to do, and how they feel about your product. How they feel is what drives them to your store\/website\/call center queue. It also dictates whether they will return. We believe how a Customer feels about a Customer Experience<\/a> influences over 50% of the Customers’ perceptions of the experience. In other words, what these little voices say in their heads have more influence than you may realize. I will talk about these little voices when I give the keynote speech at the Clarabridge Conference in Miami<\/a>. I was, therefore, pleased to see Disney\u2019s new \u201cemotion picture\u201d, Inside Out comes out at almost the same time as my speech. The movie animates the little voices inside our heads.<\/p>\n
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