In today’s era, customer is the king and it is important to know the customer feedback from time to time. Every organization and brand carries out market research and pays a heavy amount for demographic data. But the one thing that is missed is customer sentiment or emotions which are an important indicator in today’s world. Customer emotion can be one of the factors that decide whether to purchase a product or not.
Emotions and feelings are different. Emotions come first and are universal; whereas, feeling is second and is personal.
Marketers must pay attention to sentiment and emotion of customers:
- Problem-Solving: When the customers interact with a brand, they connect emotionally and need all their problem to be solved. It is the job of the marketers to influence the buyers by turning the emotion into purchase.
- Price to pay: There are few questions that need to be considered when deciding the price of a product or service. Questions like how the customers feel while walking in your store or using a particular product in public place can influence marketing efforts. These are the emotional responses to the perception of a particular brand.
- Empathy: One of the best ways to connect with customers is through empathy. Put yourself in the shoes of customer and then you can realize and understand their emotional state.
It is essential to gauge customers’ emotions about your product, service and brand. This data helps in setting up or modify the marketing strategies.