Comments on: Customer Experience Management: What Customers Desire to Feel versus What Customers Actually Feel https://6sigma.com/customer-experience-management-what-customers-desire-to-feel-versus-what-customers-actually-feel/ Six Sigma Certification and Training Fri, 28 Feb 2025 11:07:50 +0000 hourly 1 By: Scott Heitland https://6sigma.com/customer-experience-management-what-customers-desire-to-feel-versus-what-customers-actually-feel/#comment-25799 Thu, 11 Apr 2013 22:36:34 +0000 https://opexlearning.com/resources/?p=10897#comment-25799 Love the topic, Pete. Nice article. The emotional dynamic of the customer experience is such a critical component of CEM, yet it seems to me to be misunderstood, underappreciated or even overlooked where the rubber meets the road – the actual millions of live customer interactions that occur every day on the front lines. It’s ironic, since a person’s decision to become loyal to a company, product or brand is almost always an emotional one.

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