Net Emotion Score – Measuring Your Emotional Connection with Customers
Editor's note: The Martec Group gave a webinar discussing the net emotion score on Nov. 9, 2017. Duration: 59:07.
“The customer is always right.” This mantra has been repeated so often as to become cliché, so why do we hear it so often? Because the success of a company is largely defined by the happiness of its customers. Understanding a company’s performance across various metrics and logistics is important, but at the end of the day, customers alone drive the business. And in today’s competitive marketplace, establishing an emotional connection with customers is the key for finding success. Customers want more than just a product or service—they crave an experience.
Watch to learn about a powerful and enlightening tool for understanding the hidden influences that really motivate buying decisions, the Net Emotion Score (NES).
Presenter:
- Chuck Bean, partner and leader of the Emotion Intelligence group, Martec.