Categorizing Customer Emotions
Editor's note: The Martec Group held a webinar on the importance of a customers emotions during their journey on February 28, 2019. Duration 58:42.
Today’s marketers know empathy is important and the only way to empathize is to understand the emotions customers are feeling at every touchpoint of their journey. Customers are more likely to buy (and buy more frequently) when they feel emotionally connected to a brand. In this Webinar, Emily Anderson and Chuck Bean with The Martec Group will discuss how to understand customers’ emotions at each point of the customer journey and how to target specific emotions that produce stronger emotional connections.
Using an adaptation of Plutchik’s wheel of emotions, you will learn how to categorize emotions in a logical way, generating insights that are straightforward enough to understand and act upon instead of abstract ideas that leave you wondering what to do next, making it easier to implement real-world CX solutions.
Presenters:
- Emily Anderson, project manager at The Martec Group.
- Chuck Bean, partner with The Martec Group.