Knowing your customers and being able to assess their emotions helps organizations like you develop and improve relevant CX policies and processes. You can build greater empathy for customers among frontline employees by simply understanding the emotions that customers experience when interacting with your organization.
Assessing the emotions customers experience during their interactions can be addressed using both qualitative and quantitative methods. This summary focuses on MaritzCX techniques used to assess emotion within quantitative programs. Specifically, this includes:
- Examining the results of direct emotional assessment within MaritxCX syndicated study CX Standards, which includes a review of common emotions by industry
- An overview of MaritzCX tools SmartProbe and Text Analytics, which maximize your ability to detect emotion within open- ended survey responses or other unstructured data.
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