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The 12 Customer Emotions Brands Must Understand
According to Forrester Research “Emotion has a bigger impact on brand loyalty than effectiveness or ease in every industry.” But for most brands, emotion is undiscovered territory. Yet ‘getting emotional’ could be your next big differentiator.
The 12 Customer Emotions Brands Must Understand details why and how emotional analysis of conversations with your customers across multiple channels is key to competing on customer experience. It discusses how technology can now identify and categorize a dozen distinct emotions and how you can act upon them as:
- Interest Indicators
- Negative Interest Indicators
- Loyalty Indicators
- Destructive Indicators