Great customer experiences begin with understanding your Customer Truth. By understanding their hearts and minds. Why they do what they do. How they think, feel, act.
A new commissioned study conducted by Forrester Consulting on behalf of FocusVision reveals that how a customer feels is 1.5x more influential in driving business outcomes, such as purchase, loyalty, and advocacy. Yet, as businesses strive to make data-driven decisions to propel growth, there is an over-reliance on Big Data when it comes to understanding customers, which cannot uncover Customer Truth.
Watch our webinar featuring guest speaker Dipanjan Chatterjee, VP & Principal Analyst serving CMO professionals, Forrester Research, to hear key findings from the study and from FocusVision on how they can help you get close enough to your customers to understand why they do what they do to drive business growth.
In this webinar you will learn:
- The importance of emotions in driving desired business outcomes
- How organizations can inform their understanding of customer behavior
- Implications for organizations and the need to collect Small Data in addition to Big Data