emotions the missing link
DESCRIPTION
Currently most if not all customer directing business actions are based on demographic or purchase behavior data from loyalty programs. Unfortunately loyalty programs cannot tell the reasons behind the purchase behavior: why is a customer happy or unhappy and what new is required by the customer.TRANSCRIPT
emotions T H E M I S S I N G L I N K I N C U S T O M E R D A T A
Customer_ecstacy.jpg "Shopping - Ecstasy" by David Blackwell | License: CC BY-ND 2.0, dark filter
T H E R E A R E T H I N G S T HAT
YO U R C U R R E N T S Y S T E M S
C A N N O T T E L L YO U
DEMOGRAHPICS PURCHASE PATTERNSEMOTIONS
… b u t y o u r
c u s t o m e r s c a n .
“There is no safe place for
my bike”
“I don’t understand what
to click”
“Checkout person was unfriendly”
“Why are you sending me credit
card offers? I already have your credit
card”
Yo u a l r e a d y h a v e
t h e d a t a . N o w
y o u j u s t n e e d t o
m a k e s e n s e o f i t .
CUSTOMER AWARENESS
PURCHASE
SUPPORT
CHURN
UPSELL
Facebook Twitter
Product reviews
Customer forumsSurveys
Web analyticsOnline feedback
Online chatSurveys
Customer service centersTransactional dataOnline feedback
Call centerCRM SystemsSurveysSocial media
Customer reviewsEmails Research
A l l y o u n e e d t o d o
i s a g g r e g a t e ,
a n a l y z e a n d t u r n
i t i n t o a c t i o n s .
SOCIALMEDIA
CONTACTCENTER
CUSTOMERFORUMS
ENTERPRISEFEEDBACK
Warning Signals
Experience Stories
Customer Expectations
Customer Concerns
SOURCE USE
C u s t o m e r s f o r l i f e !
e t u m a i n s i g h t p o r t a l M A K I N G S E N S E O F C U S T O M E R E M O T I O N S
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