Customer Experience

Gain a deeper understanding of your customers and their journeys. By integrating data and foresight, we can help your brand exceed customer expectations and increase bottom-line performance.

Customer Experience CX research

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Gain a deeper understanding of what motivates your customer to buy and what keeps them coming back for more.

The customer experience is an emotional experience, relying far less on logic or necessity and far more on gut instincts. Emotions are personal and vary from customer to customer. Now, more than ever, customers are expecting and demanding more personalized experiences. Brands will live and die by creating and maintaining customer experiences that build loyalty and garner positive social feedback. But how do they crack the code of reading and understanding the emotions of CX?

Martec has years of experience in emotional intelligence research. We used our extensive knowledge to create our proprietary Emotion Intelligence toolkit for decoding the emotional components of CX.

Our proven methodology employs:

The data gained by using these tools can be effectively used to refine any aspect of a CX program, branding or messaging campaign, or actual product or service.

survey

Open-ended questioning is a crucial component to the Martec Emotion Score (MES), a more balanced method for scoring. MES is able to capture and analyze language from almost any data source, including open-ended survey responses and online product reviews. MES is fully customizable and can seamlessly plug into existing surveys from vendors such as Qualtrics or Nielsen. It offers clients the ability to not only extract emotion-based data from CX but also to correlate the emotions to other data points in the survey.

MES allows us to dig deep into Peak-End Theory, which represents the height of emotions felt during the entirety of the customer experience. Once we qualify how your customers feel, it will allow you to take those emotions, be they pleasant or unpleasant, and strategize a more idealized CX for them by maximizing what’s working and fixing what isn’t.

The importance of CX should not be underestimated. Customer experiences should be studied and advanced through research. Martec has the tools to do this for your brand. Contact us to see how we can help you understand your customers like never before.

Discover the latest CX insights on our blog

UX CX experience is the common denominator

UX, CX, HX, EX: Experience is the common denominator

Voice of the customer (VoC) is a research method that’s used to collect customer feedback. User experience (UX) and customer experience (CX) are elements of VoC that indicate ease of use, uncover new areas of potential, and can help to mend fractures in difficult-to-understand interfaces. Studying what your customers actually value and catering to their

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