Feelings You Can Bank On: How Customers' Emotions Can Reveal Actionable Insights For Business

Orlando Wood, Sarajit Mitra and Bhavya Shah

This presentation reveals an exciting new approach to customer satisfaction tracking, one that takes a proven and intuitive device for measuring emotion and uses it to provide highly actionable, real-time customer feedback for clients.

Feelings You Can Bank On: How Customers' Emotions Can Reveal Actionable Insights For Business

Orlando Wood

Sarajit Mitra

Bhavya Shah

INTRODUCTION

Ask yourself this question: if your customer satisfaction measurement programme stopped working tomorrow, would it slow down your company's growth? The answer we hear from many companies we have spoken to is a resounding 'no'. The primary focus of most existing customer experience research programmes is the on-going measurement of performance against internal benchmarks. This means that they rarely uncover the sort of fresh customer insights that can unlock new business growth or lead to efficiencies. But how would...

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