InMoment Research

2017 CX Trends Report

The Power of Emotion and Personalization

We just talked to 10,000 brands and 20,000 consumers around the world about customer experience (CX).

In particular, we were curious to see what brands and consumers thought about emotion and personalization, and how that weaves into CX. Here are just a few of our findings:

  • 38% of consumers associated the emotion “satisfaction” with positive brand experiences, and 40% of consumers chose that same emotion to describe their experience with brands to which they are loyal.
  • Consumers were nearly twice as likely as brands to say they associate the emotion of "anger" with bad experiences.
  • 45% of consumers prioritize having a personalized experience for support interactions over those dealing with marketing or purchase process personalization.

Check out the full report to see how emotions and personalization can affect the relationship between you and your customers.