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Why understanding emotion can be key to customer service!

Blog
11th February 2020

Webhelp has launched a new whitepaper looking at the impact of emotional connection in CX.

The paper reveals the importance of establishing emotional connections with customers, and how brands can pin-point, monetise and measure those connections to drive value to their business.

We know that emotion is a huge part of the human experience. During the 1970s, psychologist Paul Eckman identified six basic emotions that he suggested were universally experienced in all human cultures. The emotions he identified were happiness, sadness, disgust, fear, surprise, and anger. However, new research indicates that our spread of emotion could be much more complicated, which may have significant implications for how customer service is delivered.

Take a look at the infographic below for an overview of the new research and why harnessing emotion is so important in creating good CX.

Plus, Webhelp’s Disruptor Series takes a deeper dive into the issues facing the CX industry, including the impact of emotional connection by sector.

CLICK ON IMAGE TO ENLARGE


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