Emotional Engagement MeasurementTM

The following 8 minute video with Key Account Director, Sven Krause, explains some of the key benefits of measuring emotional engagement and the research techniques used to capture unconcious reactions of consumers. Ultimately increase customer engagement and experience and lead to increased revenue.

httpv://www.youtube.com/watch?v=J1ZaDZo0z1I&feature=player_embedded

Emotional Engagement Measurement™ (EEM™ ) is a ground breaking research approach that provides insights into the unconscious motivations of consumers when they are engaged in learning about, purchasing or using products and services. It’s taken three years of studying electroencephalography (EEG), adding traditional face-to-face and questionnaire research and honing our studies on eyetracking to develop our new service.

It’s an exciting development for businesses and brands; there’s a need to understand how customers feel towards products and services and even though Foviance has traditionally used research techniques to reveal conscious reactions, we are now able to unlock unconscious reactions with analysis of hidden reactions and impressions from customers using Emotional Engagement Measurement™.  This technique can boost revenues for our clients because they will understand on a greater level customers’ unconscious behaviours; it’s not just a case of knowing that experiences need to be optimised, but how to create better customer experiences and heighten engagement.

The importance that emotions play in a decision making process really cannot be ignored. By combining developed research techniques we can provide measurements in several key areas including; excitement, engagement, boredom and irritation (which provides a full picture of unconscious responses and reactions). It’s exciting for us to be able to provide the physical response to experiences, an area that was previously missing.

We have already witnessed great results for clear stimuli such as imagery, layouts, colours, email campaigns and more, which reveals entirely new levels of customer understanding.

To find out more about EEM™ and Emotional Engagement, please refer to our dedicated website

Could understanding what triggers emotional engagement in your customers make the difference for your brand?

London, UK, 12 October, 2011 – Today, a new website was launched on Emotional Engagement, uncovering a ground-breaking technology that enables businesses’ to understand if they have engaged with their customers on an emotional level.

Foviance, the expert in customer experience, worked with SensoMotoric Instruments (SMI), a world leader in computer vision applications and developed their Emotional Engagement Measurement™ (EEM™)  service, which is a fresh approach to customer experience research. The Emotional Engagement Measurement™ service combines a variety of Foviance’s user research methods, eye tracking data collected with SMI solutions and brain data on emotional states collected with a specialised neuroheadset.
Measuring emotional engagement has always been a challenge for customer experience professionals because emotions are largely driven by unconscious processes.

Electroencephalography (EEG) data provides a view on how the brain responds to different experiences, revealing unconscious emotional states. Foviance’s expert consultants are able to use this brain data to offer clients actionable insights on how to increase the effectiveness of marketing and improve customer experience.
In a pilot project with Foviance UK, SMI developed a special interface to integrate the Emotive EPOC neuroheadset with the SMI Experiment Suite 360 ° eye tracking software and the SMI RED eye tracking device, which successfully delivered a service to analyse home, product and landing pages, as well as banner and email content.

By adding eye tracking to EEM™, each emotional reaction can be objectively associated with the focus of visual attention at a certain time. Or in plain words: “In an EEM™ study, we get deeper knowledge on the process of information processing because we know where someone was looking when the brain reacted in a certain way”.

Foviance is really excited to have this resource available, which will become the knowledge base of emotional engagement worldwide.

Explore the Emotional Engagement website

About Foviance 
Foviance is a leading customer experience consultancy that helps some of the world’s best known global brands to deliver better customer experiences that drive improvements in customer satisfaction for increased customer loyalty and better financial performance.

About SMI
SensoMotoric Instruments (SMI) is a world leader in dedicated computer vision applications, developing and marketing eye & gaze tracking systems and OEM solutions for a wide range of applications.

This article, written by Neil Mason, was originally published on Clickz.com and is republished here with permission. 

The past few weeks I have been looking at the need for organisations to focus more heavily on the user experience and to more rigouroulsy understand what their customers want online and how best to deliver that to them. Good customer insight is core to that process and insight comes from a range of systems, methodologies and techniques. Last time  I looked at the use of quantitative approaches to customer insight and this week I want to look at some of the more qualitative approaches. Read more…

Does emotional attachment to a brand prevail over the online customer experience for Internet-based companies? Read more…

Foviance’s CEO, Paul Blunden is running a session at the MarketingWeekLive! -  Online Marketing Event on Wednesday 1st July with Sean Gilchrist of Barclays.

The session will be held at 9.30am at the Online Marketing event called “Barclays Online Banking – Putting the customer at the heart of it”

Hot topic : Electroencephalography (EEG), Download Foviance’s white paper on Emotional Engagement Research

London, UK, 11th June 2009 – Foviance, the expert in customer experience, reveals how subconscious behaviour can be better understood through research into emotional engagement. Read more…

Foviance white paper released, describing how our approach, EEM™ (emotional engagement measurement™) can offer up significant new insights into the role emotions play in decision making.