On many occasions, what Customers say they want, and what they do are different.
- It’s therefore important to understand what your Customers REALLY want and critically what drives value $$$ for your organization.
- We have developed a unique research methodology called the ‘Emotional Signature’ that will benchmark you against other organizations and will inform you of what to focus on to drive most value.
Getting customers to answer a survey is hard. Getting them to tell you about their emotions is even harder. In most instances, they are not even aware of their emotions. This is where Authentic Emotion Measurement comes in.
⦁ You could assess and measure your customers’ (and employee) emotions without asking them “how you feel”. You could do this in real time as well.
⦁ You could assess your current digital / in-store experience without relying on the customers’ conscious answers (people typically will tell you what’s easy to verbalize but not necessarily what is the real driver of their attitude and behavior, e.g. the root cause).
⦁ You could assess the impact of your marketing content / materials. For example, does it evoke the desired emotions and to what extent; what works best for the different audiences?
To move your Customer Experience to the next level you need to truly understand Customer motivations and behaviour. This can only be achieved by talking with them. We have developed a unique methodology to truly understand customer behavior.