Emotions drive loyalty

Telecom companies have some of the lowest customer satisfaction scores of all industries. To understand and improve satisfaction - and ultimately customer loyalty - some of the leading telecom companies use Heartbeat to analyze open-ended survey responses on on-going basis. They set benchmarks by emotion, not just by NPS, and build actionable strategies to address customer frustration, resentment, criticism or anxiety.

CUSTOMER EXPERIENCE

 
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Emotions drive decisions

Emotions are an important part of how we make decisions. If you are measuring customer satisfaction (like Net Promoter Score or CSAT), but not measuring your customer emotions, you can't fully understand the "why" behind their decisions. This case study shows how love, joy and trust drive high satisfactions scores for US banks.

Emotions predict and explain behaviour

Unlike basic sentiment analysis, Heartbeat fine-grained emotion data is shown to improve predictive models such as prediction of churn, advocacy, brand equity, purchase intent and even political elections. We utilize multiple data sources - survey open-ends, social media, customer reviews, call center transcripts - to build accurate predictive models that connect with key business outcomes.

 
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How people feel about their mobile service providers around the Globe

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Build emotional experiences for your apathetic customers

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Is Your Company Emotionally Intelligent?

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Why it's time you understood your customers' emotions

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Measuring Emotions for Customer & Employee Experience

 

This story illustrates how Emotional Intelligence-powered tolls could improve customer experience in Life Insurance Claims.

 

Want to learn more? Please book a discovery session with us.