Your Customer Sat Scores May Not Tell You the Whole Truth

New research suggests high customer satisfaction scores may be worthless if you’re not measuring customers’ emotions.  Researchers from one of Europe’s leading institutes, Hogeschool-Universiteit Brussel (HUB), recently conducted a study that determined emotions not only substantially impact customer satisfaction, loyalty, and willingness to recommend, but can also drive value for companies – an insight all brand decision makers need to seriously consider.

Consumers and the way we understand their behavior are more advanced today than ever before.  In a modern world where just about anything is a click, call, or short drive away, it takes a lot more than having products in-stock & at the right prices to satisfy customers.  Whether we vocalize it or not, a wide range of emotions come into play when we consider a shopping experience.

So how exactly do emotions shape our satisfaction as consumers?  Find out more here.