FROM MAD TO GLAD
Futurelab
JANUARY 3, 2025
#NoBullshitCX #20yearsFuturelab Be aware of red button events. Customers tell others about their experiences when there is something to tell about. But very often the triggering event is not positive. Broken cars, dead internet lines, cancelled flights…The higher the emotion, the higher the fragility of the customer, and the bigger fallout a company can expect from poor experience.
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