Samelogic
Measure Customer Satisfaction & Loyalty Using Their Emotions
Posted Monday, March 14, 2016
Customer Emotion is the hardest metric to quantify, but has the most significant impact on Customer Loyalty. Samelogic makes capturing Customer Emotion a human-like experience by doing away with forms and using 'Vines' (short 15 second videos), Emoji and Selfies to capture the way people feel about your business. Companies send out a message (via email, Facebook Messenger or WhatsApp) asking how the customer felt about their service. The customer can respond in one of 3 ways. 1. 'Vine' Feedback The customer records what their experience was like. Computer Vision algorithms measure the emotions and micro-expressions expressed by the user and also transcribes what it said via Speech to Text. 2. They can also leave emoji the convey they way they felt. Each emoji is associated with an emotion and is measured by our system. 3. Also, they can take a selfie and leave additional feedback. Computer Vision analyzes the selfie to see what emotion is being expressed and sentiment analysis is ran on the text submitted. The company can see the Emotional Pulse of their customers by logging into the dashboard or get daily, weekly or monthly updates. This can also be automated on a monthly basis, saving the customer experience team time and effort. With this approach we can 1-Up VoC programs like the Net Promoter Score, which often fails to quantify emotion.