Most business leaders track traditional metrics such as NPS, Customer Satisfaction (CSAT), and average response time. They are, however, overlooking the single factor that reliably predicts customer return, referrals, increased spending, and the willingness to forgive a mistake: emotion. This episode focuses on proving the cost of this emotion gap and detailing the actions leaders must take now to achieve lasting success. Stacy Sherman spoke to Isabelle Zdatny at Qualtrics XM Institute about in-depth research that reveals what separates companies that earn customer loyalty from those that keep losing it without knowing why. Their conversation provides leaders with clear, actionable strategies for measuring and managing the emotional experience to drive measurable business outcomes. What you will learn: How to identify the one emotion your brand must stand for and turn it into a metric your leadership team will act on. Why customers with high emotion ratings are exponentially more likely to trust, forgive a mistake, and recommend your brand than any functional metric currently predicts. What a four-year longitudinal study of publicly traded companies reveals about the stock performance gap between emotion leaders and emotion laggards. Why AI deployed in customer service is eroding trust faster than it is creating efficiency, and what to do instead. How one company stopped measuring satisfaction entirely, created a proprietary metric tied to executive compensation, and changed how their entire organization operated. What behavioral signals inside your existing call recordings and chat transcripts are already telling you about how customers feel that post-transaction surveys will never capture. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.