Emotion IS The Experience: Micromoments Infographic

by Jeannie Walters

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Emotion makes the world go ’round.

Our passion for great customer experiences is driven by emotion. Emotion is what drives everything for humans. And guess what? Your customers are human so they are driven by emotion, too!

Since my TEDx talk in 2012, we’ve been collecting more and more great examples of micromoments. These are the smallest of moments that have a great impact – both negative and positive – on your customer’s experience. Considering creative and compelling ways to communicate with your customers can lead to huge emotional dividends. Your customer has a positive experience in a small moment, then walks away FEELING GOOD about your company.

Inspired by YOU: A special edition customer experience infographic

Consider the emotion and psychology of your human customers and see the results. Thanks to the many of you who have contributed great micromoment examples to us and please keep them coming! We love learning from these creative companies.

Microinteractions Lead to Major Engagement Infographic

Micro is the new macro

When the big picture looks great but your bottom line doesn’t show it, it’s time to walk in your customers’ shoes and drink in the emotions they encounter through their journey. The results will be surprising and enlightening, but it will not be easy. Let us know if you need help getting started!

We can go on and on about why you should sweat the small stuff.  When was the last time something small made (or ruined) your day?

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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