Emoticons and emoji’s seem to be everywhere these days: In text messages from friends, in social media campaigns from major brands and even in e-mails from customer service representatives.
And that makes sense, right? They present an opportunity for companies to connect with their customers in a relatable and creative approach. Besides, according to a global survey conducted by Genesis; 40% of customers claim that the biggest improvement in customer service can be achieved through investing in a “better human service”. So why not use emoticons in customer service interactions in order to make them more human?
Deciding whether or not to put a product in your shopping basket is often a split-second decision. If there’s one advantage neuromarketing has over traditional methods, it’s being able to measure objectively what happens during that split second.
One problem: the amount of research methods under the ‘neuromarketing’ umbrella grows ever more diverse. From skin conductance to EEG. From Facial Coding to Eye Tracking.
When deciding for a specific method, a marketer wants to know one single thing: how well does it predict actual purchase?
Marketing and psychology are thick as thieves: by increasing their knowledge on psychology, marketeers are able to gain a deeper understanding in the behavior of their customers. However, keeping your knowledge up to date may be problematic in this quickly expanding field. In the past, people read books, scientific journals or attended conventions.
Reading books and online articles or attending conventions are a fundamental way of keeping your knowledge up to date. To stay on top of your game. But when do we – us busy human beings – find the time to sit down and just read a book? Or an article? Our lifestyle has changed so much that we hardly have any time left. But luckily for us, there are podcasts! With a simple press of the play button it is very easy to stay informed while you are for example driving to your next appointment or when you are in the gym.
What does the typical neuromarketing study look like? Let’s visualize for a moment what typical respondents go through in the hour they visit the neuromarketing lab.
First and foremost, there’s some brain scanning device involved, such as EEG or an fMRI scanner. Secondly, there are marketing stimuli the respondent has to interact with, oftentimes tv commercials, websites or pictures.
Next, imagine what the lab looks like. In the case of fMRI, the respondent lies flat in a turbine-shaped machine. EEG is a simpler and more flexible technology, allowing for lab designs simulating a comfortable living-room setting.
But still, there’s one essential thing missing. One thing that’s present all the time in real life, but completely lacking in almost any neuromarketing study. The answer? Other people.