Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

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


admin
Article by: admin

News & Insights

Service Provider
Solution Designer
Technology Enabler
Blog
Spotlight on the work of Operation Hunger, Webhelp charity partner for 2020

Webhelp is delighted to be working with Operation Hunger as their new charity partner in South Africa for 2020. Dr Selma Browde and Dr Nthato Motlana started the charity in 1978, and together with a group of caring individuals and organisations, they began to combat the anguish and toll malnutrition had inflicted on the South African people and its economy. Over the past 40 years, the...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp wins prestigious Trade and Investment Award in South Africa

Webhelp have taken home the coveted Cap40 Trade and Investment Award, at this year’s annual business award dinner. The Cap40 network is operated by CapAfrica, a non-profit corporation registered in South Africa, whose mission is to support entrepreneurship and business networking between France,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp partners with Operation Hunger to fight against malnutrition

Webhelp is delighted to announce Operation Hunger as their new charity partner in South Africa for 2020. Operation Hunger has a 40 year history of taking positive action to fight against malnutrition in South African homes, schools and communities by using sustainable and proven methods that...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
Emotion: Establishing emotional connections with customers: What brands need to know

The Webhelp Disruptor Series Part 3: Emotion: Establishing emotional connections with customers: What brands need to know Click here to download Commissioned by leading customer experience provider Webhelp, the study looks at what brands need to know about emotional connections with...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook