Experts suggest understanding customer emotion and customer sentiment is the key to unlocking customer experience over the next decade. Forrester recently reported that when it comes to stand-out customer experiences, leading brands rely on emotion to build loyalty.
But many marketers and product managers often use “emotion” and “sentiment” interchangeably, even though they are very different. Others believe they measure emotion and sentiment when in reality, the metrics they rely on don’t tell a complete customer story.
