The emotional customer experience

Colin Shaw and John Ivens

Chapter 3 in Building Great Customer Experiences, 2002, pp 41-62 from Palgrave Macmillan

Abstract: Abstract Just stop and think for a moment about your life and the emotional roller-coaster we all enjoy. Think of your experiences so far; think of your first boyfriend or girlfriend and the ‘puppy love’. How did that feel? Exciting? Were you infatuated, exhilarated? Then think of the day you broke up, and you thought the world was at an end. Think of the day you were promoted at work; how pleased and proud you were. Think how you were bursting to tell your family and friends, and the pride this generated. Think of the day when something went wrong at work — perhaps how you were reprimanded — and how that made you feel, maybe inadequate, angry or depressed.

Keywords: Emotional Response; Call Centre; Customer Relationship Management; Customer Loyalty; Revenue Generate (search for similar items in EconPapers)
Date: 2002
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-55471-9_3

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DOI: 10.1057/9780230554719_3

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