Emotional Signature
What is Your Emotional Signature®?
What drives and destroys the most value in your customer experience? What improves customer retention and customer loyalty? What helps customer satisfaction, leading to improved Net Promoter Scores? How do you measure your customer experience? How emotionally engaged are your customers with your organization?
- What parts of the customer experience should we change?
- How do we know this change will drive value through increased customer loyalty, customer retention and Net Promoter Score for our organization?
They are difficult questions to answer, especially when you combine the rational, subconscious and emotional elements of the experience with the fact that customers do not always know what they truly want. Emotional Signature can answer these questions.
Our book, The DNA of Customer Experience: How Emotions Drive Value, outlines the culmination of more than two years of groundbreaking research we conducted with the London Business school. In it, we identify which emotions drive and destroy value in a customer experience. This research led to the development of the Emotional Signature.
We can now statistically prove which parts of the customer experience are driving and destroying value. We can demonstrate the added value generated by improving each individual aspect of your experience, in terms of customer loyalty, customer retention, customer satisfaction and Net Promoter Score.
It is through an Emotional Signature that we identify the conscious and rational elements of the experience. In addition, we establish the organization’s subconscious experience and emotional profile. All this information is used to help define what needs to be changed in order to create a world-class customer experience.
To learn more about how to identify your organization’s Emotional Signature, contact us now.
