Home Resource Library Infographic Your customers’ emotions matter

Your customers’ emotions matter

Forsta commissioned Forrester Consulting to investigate the motivations underlying consumer decision-making.

The results were conclusive:

emotions don’t just matter, they drive business outcomes.

The way customers think and feel
explains why they take action

Brands can predict business outcomes by examining how their customers think and feel.

A one point* gain in average positive thoughts or feelings toward a brand — Increases the likelihood of…

*point scale of 1–5

To understand customers and predict business outcomes, some data is better than others.

The study found Big Data such as:

Consumer Brand interaction frequency

Consumer Brand
time subscribed

Consumer Brand
purchase frequency

are NOT statistically relevant indicators of the intent to continue subscribing, loyalty, or advocacy

Ebook

The complete guide to market research software

The complete guide to market research software The complete guide to market research software The landscape for market research and analytics software The market research software landscape can be daunting. Insight Platforms hosts the industry’s largest directory of research software tools, and it is far from complete. More than 1,700 solutions are listed in nearly […]

Read more
The complete guide to market research software
Ebook

Adapt to thrive: Innovation, AI and speed to insight

Adapt to thrive: Innovation, AI and speed to insight Adapt to thrive: Innovation, AI and speed to insight Market research has long been seen as a slow-moving industry, often hesitant to embrace new technologies and methodologies. Being forced to give up in-person research methods accelerated the adoption of digital-first ways of working, AI-driven insights, and […]

Read more
Adapt to thrive: Innovation, AI and speed to insight
Ebook

The digital leader’s guide to CX

The digital leader’s guide to CX: An omnichannel strategy for better business outcomes The digital leader’s guide to CX: An omnichannel strategy for better business outcomes Seamless, Smart, Scalable CX for leaders The future of digital customer experience is here—and it’s more connected, intelligent, and actionable than ever. Digital leaders know the challenge all too […]

Read more
The digital leader’s guide to CX

Learn more about our industry leading platform

FORSTA NEWSLETTER

Get industry insights that matter,
delivered direct to your inbox

We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.