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Four ways to measure customer emotion

  1. Collect stories through real life observations.
  2. Text analytics can help turn customer words into emotion categories, such as “surprise,” “disgust,” “confusion,” “delight,” and “satisfaction.”
  3. Journey maps come to life when customer emotion is captured. It is also helpful to capture gaps in emotion from internal vs. external audiences to see where there might be some disconnects.
  4. Ask customers, “Which emotion best describes your experience?”

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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