Your customers’ emotions matter
Forsta commissioned Forrester Consulting to investigate the motivations underlying consumer decision-making.
The results were conclusive:
emotions don’t just matter, they drive business outcomes.
The way customers think and feel
explains why they take action
Brands can predict business outcomes by examining how their customers think and feel.
A one point* gain in average positive thoughts or feelings toward a brand — Increases the likelihood of…
*point scale of 1–5
To understand customers and predict business outcomes, some data is better than others.
The study found Big Data such as:
Consumer Brand interaction frequency
Consumer Brand
time subscribed
Consumer Brand
purchase frequency
are NOT statistically relevant indicators of the intent to continue subscribing, loyalty, or advocacy
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Research HX
Many feedback programs measure Net Promoter Score movements, but few can reveal the “why” of customer behavior. Forsta’s HX Benchmarks puts performance in context so you can understand what great experiences look like for your customers. Learn more about the human-centered intelligence you need to outperform the market.
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