Methods to Capture Customer Emotions
Don’t write a letter when you’re mad. Don’t go grocery shopping when hungry. We all know that emotions affect our decisions. Our customers are no different!
Emotion is becoming a big deal in customer experience. So how can you capitalize on it? In this webcast we’ll discuss:
- Why emotion has become something CX professionals need to pay attention to
- Which emotions are valuable to track
- How to measure customer emotion in a practical and actionable way, using techniques such as text analytics, journey mapping and surveys