A New Forum Episode “Beyond Satisfaction – Tap Emotions to Reach Delight”
A Conversation with Sushanta Das & Thorsten Merkle
Delight, not simple satisfaction, is a new customer experience benchmark for the airport travel experience. That is the premise of Sushanta Das and Thorsten Merkle’s CX Delightors concept, which moves beyond simply satisfying customers to actively delighting them, appealing to passenger emotions. Their bold conclusion: emotions drive revenue.
Our conversation de-codes this ground-breaking research. For example, Sushanta and Thorsten describe how passenger emotional states impact spending patterns through “emotion to spend pathways.” There’s much more. Read the full recap of our interview with Kevin where you will find links to the video, audio, and transcript. View All ARRA Forums
