Emotion-Score is a way of measuring customer emotions, producing a richer version of a customer journey map that includes an emotional view.
E-score uses emotional states plotted on a behavioural scoring system to highlight how customer emotions are impacting customer contact and business outcomes.
It comes from more than 5 years research and is based on the best practice in behavioural science.
One of the key advantages of an e-score is that you can overlay any type of Customer Journey map and provide insight.
Emotional scoring is based around a known emotional state - ok.
It is therefore very accurate as an indicator of customer experience impact.
Having reviewed the process materials supplied we add a layer of insight around customer journey mapping that provides easy to understand actionable insight.
It also provides a framework for scoring how your messaging aligns with your customers emotional values
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