emotions the missing link

emotions T H E M I S S I N G L I N K I N C U S T O M E R D A T A

Customer_ecstacy.jpg "Shopping - Ecstasy" by David Blackwell | License: CC BY-ND 2.0, dark filter

T H E R E A R E T H I N G S T HAT

YO U R C U R R E N T S Y S T E M S

C A N N O T T E L L YO U

DEMOGRAHPICS PURCHASE PATTERNSEMOTIONS

… b u t y o u r

c u s t o m e r s c a n .

“There is no safe place for

my bike”

“I don’t understand what

to click”

“Checkout person was unfriendly”

“Why are you sending me credit

card offers? I already have your credit

card”

Yo u a l r e a d y h a v e

t h e d a t a . N o w

y o u j u s t n e e d t o

m a k e s e n s e o f i t .

CUSTOMER AWARENESS

PURCHASE

SUPPORT

CHURN

UPSELL

Facebook Twitter

Product reviews

Customer forumsSurveys

Web analyticsOnline feedback

Online chatSurveys

Customer service centersTransactional dataOnline feedback

Call centerCRM SystemsSurveysSocial media

Customer reviewsEmails Research

A l l y o u n e e d t o d o

i s a g g r e g a t e ,

a n a l y z e a n d t u r n

i t i n t o a c t i o n s .

SOCIALMEDIA

CONTACTCENTER

CUSTOMERFORUMS

ENTERPRISEFEEDBACK

Warning Signals

Experience Stories

Customer Expectations

Customer Concerns

SOURCE USE

C u s t o m e r s f o r l i f e !

e t u m a i n s i g h t p o r t a l M A K I N G S E N S E O F C U S T O M E R E M O T I O N S

matti@etuma.com

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