This is the last in our series on Emotion Design in CX, check out the 1st, 2nd, and 3rd in this series.
To successfully design for emotion, firms need to capture and measure the emotions and motivators of their customers. There are various methods to gather this data directly from customers, or indirectly through research techniques that analyze customer behavior. Below is a list of self-reporting, observation, and testing methods to consider for gathering insights on customer emotions....