181. Dollars and Sentiment: Measuring the Real Value of Customer Emotions | Patrick McCullough

Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer’s handwritten card campaign to one million top customers outperformed all other marketing campaigns. Discover how a tool empowered call center teams to turn everyday interactions into loyalty-building experiences. If you think emotions can’t be measured—or don’t affect your bottom line—this episode proves otherwise. Connect with and learn more about innovative approaches to customer experience:  Website & Resources:  Got questions for Stacy Sherman, reach out at  Book time with Stacy through this   Access FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous