Emotions the missing link
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Transcript of Emotions the missing link
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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