Get to the Heart of the Matter by Quantifying Emotion

We like to think we’re capable of making purely logical decisions - but we’d be lying to ourselves. Studies show that many of our decisions are greatly influenced by emotion. 


And while marketers have long understood this fact, savvy marketers are upping the ante by harnessing greater data insights and analytics tools.

There are now ways to better connect with customers using algorithms that identify the underlying emotions in text and speech and convert those insights into action.

Why do emotionally connected customers matter? Emotionally connected customers buy more of your products, exhibit less price sensitivity, are less likely to churn, pay more attention to your communications, and recommend you more. What’s more, customers who are emotionally connected with a brand are 52 percent more valuable than customers who are just highly satisfied, reports Harvard Business Review.

At the same time, emotions are:

Individual - How we react to an event or situation is dependent upon what we have experienced before and no two people (including twins) have had exactly the same experiences.


Author Peter Dorrington, Director of Customer Insights, TTEC Digital

About TTEC (pronounced T-tec):

TTEC (NASDAQ: TTEC), a sponsor of the CEW2018 event in Birmingham,  is a leading global customer experience technology and services provider focused exclusively on the design, implementation and delivery of transformative solutions for many of the world's most iconic and disruptive brands. 

The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery centre of excellence, that operates customer acquisition, care, growth and digital trust and safety services. 

Register for the CEW2018 in Birmingham on the 6-7th November 2018 HERE







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