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.

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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.