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
Related resources
Powering a CX transformation: Evolving RS Group’s VoC program with Forsta
Powering a CX transformation: Evolving RS Group’s VoC program with Forsta Tools used How we helped RS Group turn passive feedback into real-time, business-critical insight—and embed VoC across every digital touchpoint. The challenge Moving beyond the metric: Making VoC matter at every level RS Group had been running a traditional VoC program for years. But […]
Challenging the CX status quo: How a mature listening program drives business-wide transformation
Challenging the CX status quo: How a mature listening program drives business-wide transformation Webinar synopsis: CX programs have evolved, but are they evolving fast enough to meet business expectations? Join Forsta for a candid conversation on how leading financial services brands are using mature customer listening programs not just to gather feedback, but to activate […]
Insurance HX: How smarter listening and AI turn customer feedback into growth
Insurance HX: How smarter listening and AI turn customer feedback into growth Insurance HX: How smarter listening and AI turn customer feedback into growth Insurance HX: Listening smarter, acting faster Customer expectations are evolving and insurance providers are feeling the pressure. Policyholders want digital ease and personal connection. They expect fast, intuitive service and trustworthy […]
Learn more about our industry leading platform
FORSTA NEWSLETTER
Get industry insights that matter,
delivered direct to your inbox
We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.
