Category: Emotion Intelligence

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Martec Emotion Score bridging the gap between words and numbers

The Martec Emotion Score: Quantifying Your Customers’ Emotions

The “trend” of understanding consumer emotions has been on an upswing for the past several years. Organizations all over the world have realized that emotions are the critical factors driving customer loyalty – understanding how your customers feel when they interact with your brand is the key to improving the customer journey. However, many companies

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Customer Satisfaction Rating vs. Martec Emotion Score

How to Enhance the Value of Customer Satisfaction Ratings Using Martec Emotion Score

For far too many years the market research industry has avoided open-ended questioning. There’s been a far greater reliance on the quantitative rather than the qualitative. An industry standard survey question like “how likely are you to recommend?” will measure customer experience or customer engagement and reveal whether somebody will recommend a brand or product,

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Plutchik's Wheel of Emotions

Using Plutchik’s Wheel of Emotions in Market Research

Emotion research is becoming more popular, but there are many arguments about the “best” or “most accurate” way to complete it. There are those who go the neuroscience route, using electroencephalography (EEG), eye tracking, and other physiological measurements to capture how subjects are feeling. Then there are those who don’t go deep enough and simply

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targeting specific emotions

Targeting Specific Emotions in Your Customers

Anxiety and excitement have a lot in common. They produce similar symptoms: your heart beats faster, your breathing speeds up, etc. According to Psychology Today, “there is very little physiological difference between fear and excitement.” There are plenty of self-help articles based upon the idea that through cognitive reappraisal, you can turn your anxiety into

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scalable emotion research

A Scalable Approach to Emotion Research

Breaking through the myths surrounding emotion research There is a common belief among the market research community that emotion research must be costly, time-consuming, and difficult to complete. The mistaken assumption is that to get at customer emotions, researchers need to be in a lab setting with high-tech machines and neuroscientists who specialize in human

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