Emotions play a fundamental role in our relationships, whether we are acting as friends, relatives, or consumers. Indeed, the customer experience goes far beyond technology. We live in a world of raw data that allows us to know what consumers are buying, how they make their purchases, and whether they are satisfied with the products or services in question. Since emotions play a very important role in decision making, it is essential to personalize this data in order to understand how consumers feel before, during, and after their purchases. Welcome to the era of emotional data.
In partnership with Moodshine, we are developing a project that will enable businesses to analyze and qualify their customers' experiences using a network of surveillance cameras that can detect up to 7 real-time emotions, while also ensuring the confidentiality of the anonymized data. How do they react when they enter the store? What do they look at first? What are their reactions when you use their first names, when they smell a familiar scent, when they discover a new product?
Since retail businesses today distinguish themselves by the experience they offer customers, analyzing their reactions is becoming financially valuable. It is increasingly important to prevent the degradation of their in-store experience. How can this be achieved? By detecting their emotions to identify the factors that enchant or disenchant customers. All that remains is to work on the irritating elements and invest in the positive ones to increase the costumer’s enjoyment. For example, it would be more beneficial to:
- Display an advertisement in the store when customers are in a good mood, as it will probably be better received.
- Regularly broadcast the songs that made the most people smile.
- Target specific times to approach customers to avoid disturbing their shopping experience.
Of course, the scope of the project extends beyond the walls of stores, as we know today that the economic development and attractiveness of neighbourhoods (and even cities) depend directly on the success of their businesses.