Home Resources Infographic Your customers’ emotions matter

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

Data sheet

Human Experience essentials

Human Experience essentials Kickstart your CX program We know that gathering feedback from customers and acting on it is your gateway to better products, improved services and can result in higher sales. But launching an impactful CX program can feel as challenging as designing and engineering a car at home. An effective CX program gives […]

Read more
Human Experience essentials

Proving the ROI of CX in rocky times

Proving the ROI of CX in rocky times Customer retention and loyalty can drive growth in a business and save costs in the long run – even during rocky times! These are results businesses dream of – but how do you get leadership buy-in for your CX program? Howard Lax, Principal Consultant at Forsta shares […]

Read more
Proving the ROI of CX in rocky times

Learn more about our industry leading platform


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.