Establishing an emotional connection with your customers is critical for building loyalty, increasing revenue, and increasing customer lifetime value for your company. Emotion can be captured in a variety of ways, including post-transaction surveys, requests for reviews of their experience to identify positive or negative sentiment, and customer service follow-up calls.
Three reasons why emotion may be the most important CX determinant
1. Find out what motivates people.
Emotions change depending on your customer’s experience, feelings, and mood. They may love your brand one day and be dissatisfied with a recent purchase the next. Capturing and analyzing emotions can help your front-line employees identify areas for improvement in order to improve the customer experience at every touchpoint.
2. Offer content-aware analysis.
When it comes to interpreting customer emotions, context is crucial. Because the content mentions a great experience, a positive sentiment may be misinterpreted, but the customer was being sarcastic. To get a complete picture, measure not only the content shared, but also the tone of voice, speech tempo, and volume.
3. Deliver insights across the enterprise.
A single store or location can benefit from a localized emotional CX assessment. The real power comes when you can scale the emotional journey insights across your entire customer base to truly impact your entire customer base. To make data actionable, scaling necessitates resources, expert analysis, and tools.
That’s where Cegura Technologies’ AI-powered customer experience assessments can help your company. We can bring the emotional CX journey to life for your business using a proven methodology to understand the perception of your brand and how it influences customer experience and the customer journey.
