Homewebinarsemotions in the b2b customer experience

Emotions in the B2B Customer Experience

It’s now widely accepted that emotions drive decisions, which means that if you want to understand customers you have to make sure that your insight is equipped to access their emotions. Perhaps surprisingly, this applies just as much to B2B customer relationships.

In this webinar we look at what emotions are, how they feature in the B2B customer experience, and how you can use insight to help you understand and manage them.

You can watch this webinar on demand. Fill in the short form and you'll get access to the recording straight away.

Watch on demand now

Webinar host:

Stephen Hampshire

Client Manager @ TLF Research

After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.

Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.

Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.

You may also be interested in

Search the CX insights hub

Webinar

Engaging B2B Customers With Your Surveys

Not only does customer satisfaction research need to be actionable, it also needs to be reliable and representative of your overall customer base.  In this webinar, we will explore the challenges of engaging customers in B2B research. We'll highlight key behaviours that make a d...

Magazine

Building and Adapting Emotional Loyalty

Why is purpose so important? Capgemini explain the links to emotional loyalty.

Webinar

Identifying B2B Customers' Needs With Exploratory Research

B2B customer research can be more than just an opportunity to understand how satisfied your customers are currently – It can also be an opportunity to understand what your customers need beyond your existing products and services. Exploratory research with a B2B audience can off...

Webinar

B2B Customer Journey Mapping

Journey mapping is an important task to undertake for both B2C and B2B customers, but the outputs for these 2 groups will look significantly different. We’re focusing on B2B customer journey mapping in this webinar and how to ensure all the relevant insight is captured.