emotion-detection technology

How Emotion-Detection Technology Will Change Marketing

HubSpot

Imagine someone arrives at your website, Facebook Page, or advertisement. Now, imagine that you could change your marketing dynamically, right there on the spot, in response to their emotional reactions.

It would be nothing short of a game changer for your business, right?

Yet this is not fantasy. Exploding with investment and technological advances, the world of emotion detection and recognition technology will change the face of marketing in the years to come. Read

Empowering businesses with Consumer Psychology | Feel free to contact me at franjt@gmail.com

Live experiences

Live Experiences Reinvent the Way Customers Interact With Brands

Content Marketing Institute

Creating an experience that is true to the brand and meaningful to the customer is not a small task, but consider the benefits of getting it right: A 2013 global study by Momentum Worldwide compared 23 types of brand experiences, from watching a TV commercial to visiting a website to attending a branded music, sports, or other event. The study revealed that attending a branded live experience drives 65% of people to recommend the brand and 59% to buy it at retail afterwards – more than any other type of brand experience. Read

Empowering businesses with Consumer Psychology | Feel free to contact me at franjt@gmail.com

Nine customer jouney maps samples

Nine sample customer journey maps – and what we can learn from them

MyCustomer

I essence, a customer journey map is really quite a simple concept: an illustration that details all of the touchpoints at your organisation that a customer comes into contact with as he/she attempt to achieve a goal, and the emotions they experience during that journey.

But the process of building the map is not so simple. The mapping process demands rigorous research and a meticulous understanding of the customer.

Having said that, there are best practices that organisations should adhere to during the mapping process, and these represent useful pointers for those that are creating a map for the first time.  So with that in mind, let’s take a look at some sample customer journey maps and examine what we can learn from them and apply to our own mapping efforts. Read

Empowering businesses with Consumer Psychology | Feel free to contact me at franjt@gmail.com

six laws of customer experience

Infographic: The Six Laws of Customer Experience

Ameyo | Temkin Group

It is critical for every customer-driven organization to focus on customer experience to stay ahead in the competition. The six laws of customer experience are fabricated to empower highly effective customer service efforts. These will help a company to take smarter and intelligent decisions on how to treat its customers and how to drive sustainable improvements. In order to improve customer experience, organizations must understand and comply with these underlying realities. Read

Empowering businesses with Consumer Psychology | Feel free to contact me at franjt@gmail.com

Experience Design: The Next Evolution Of Brand Development

Brand Quarterly

Online expressions are influencing impressions.  This is setting the stage for shared experiences to collectively shape how people view your brand, outside of how you define it.

Have you thought about what you most often share on social media?  Usually, it’s the experiences you have in any given moment.  You reach for your smartphone and capture a moment to share with your friends, which incites engagement in real time.  Whether you realize it or not, the experiences you share contribute to your brand.  Yet, these branded moments are largely left to chance.

Basically, companies offer products and services in touch points that engender reactions.  Executives want people to have delightful experiences, but I’d argue that reactions are left to chance and are not necessarily designed to elicit a given response… in each touch point… in every moment of truth.  I believe the next generation of branding will not start with creative but rather experience design. Read

Empowering businesses with Consumer Psychology | Feel free to contact me at franjt@gmail.com

CX diferentiation

Customer Experience is Your ONLY Differentiator. You’re About To Be Rewarded or Punished.

Inc

Lately I have been digging deep into what sets companies apart these days. In an age where you can launch any product or service you can dream up with surprisingly little cash, you can rule out historical concepts around “speed to market”, “cost efficiency” and “uniqueness”. When it comes right down to it, the only point of differentiation left today is the customer experience itself. Read

Empowering businesses with Consumer Psychology | Feel free to contact me at franjt@gmail.com

in-store and online experience

How Experiential Retailing Bridges In-Store and Online Shopping

CMS Wire

The idea around experiential retail stems from the modern consumer’s desire to get more out of the shopping experience than just a product. Research last year from PwC found that consumers aged 18-34 are more interested in spending their money on experience-related purchases. Those experiences in turn fuel the experience economy (pdf) by channeling spending and leisure time to social experiences rather than material possessions.

To harness these trends, retailers are altering the way in which they deliver customer service to meet the changing expectations of these experiential consumers. They are creating new and innovative shopping experiences such as cooking classes and running clubs that deliver unique experiences each time shoppers enter their stores.

However, figuring out how to recreate these experiences online isn’t so easy. That’s where some insights into what digital experiences customers really want and what strategies retailers should implement to best reach experience-driven shoppers can be very useful.

To that end, our team has identified four experiences that today’s customers really want and created some strategies for addressing those needs across in-store and online touchpoints. Read 

Empowering businesses with Consumer Psychology | Feel free to contact me at franjt@gmail.com