This document discusses putting customer emotions into context to improve customer satisfaction and loyalty. It outlines a 5-step process of collecting customer data from various sources, measuring emotions and feedback, analyzing the data using AI, reasoning about what the data means in specific contexts, and taking action to improve satisfaction. The goal is to make continuous small improvements rather than large changes. The company discussed, Jazzy Innovations, has developed tools to monitor customer emotions in real-time and provide feedback to help improve soft skills and communications.

1. We put emotions in context

2. 64% of brands got only “OK,”
“poor,” or “very poor” experience
index in 2012 from their customers.
As many as 89% of consumers
began doing business with
a competitor following a poor
customer experience.
Up to 60% of consumers
will pay more for a better customer
experience.
Source: Forrester Research, Rightnow.com, Desk.com, kissmetrics.com
64% 89% 60%
Why do we need to put emotions in context?

3. Companies around the world
are looking for new ways to make
customers fall in love with their
business.
Client satisfaction is the essential
base on which to build a strong
and long-lasting business
relationship.
Standards such as ISO9000:2000,
TQM, Six Sigma, and European Quality
Award strongly emphasize the role of
satisfaction.
Why do we need to put emotions in context?

4. Researchers emphasize that achieving customer satisfaction
is important not only on a rational level (in terms of price or quality),
but also on an emotional one (in terms of the interpersonal
relationship between company and client.
In practice, it is not only about performing a task or purchasing
a product. It is also about building a lasting relationship based on
trust and positive communication with a customer, client,
or business partner.
But measuring satisfaction and retention is not a common practice.
Managers are often unaware of the importance of conducting such
measurements, and lack the tools required to carry it out.
Why do we need to put emotions in context?

5. What can we do to improve the emotional satisfaction of our clients, partners, or employees?
At Jazzy Innovations we have developed a process we have called
“putting emotions in context”.
Analyzing ReasoningMeasuringCollecting data Taking actions based
on the outcome
How do we put emotions in context?

6. Data can be text, voice, direct feedback,
intensity of contacts, delays in payments, delays
in delivery, images, video, and movement.
It’s variable, and needs to be clearly identified.
1. Collecting data
Watson by IBM technology (Artificial Intelligence,
Machine Learning, Natural Language Processing
and many other technologies) is cleverly used to
analyze the information gathered.
3. Analyzing
The method of measuring data varies
according to the situation. In some situations,
it might be measured daily in real-time;
in other cases, only at very specific moments.
2. Measuring
How do we put emotions in context?

7. The last element is the most important: translating that infor-
mation into simple actions that can improve the level of satis-
faction? What to change? How to react?
5. Taking actions based on the outcome
Based on a very specific context, unique deductions can be made.
What does it mean that the client is happy at a precise moment?
Why is final payment delayed, and how does it relate to the
other measurements? Is it a bad sign or can it be ignored in this
particular context?
4. Reasoning
How do we put emotions in context?

8. Implementing a solution based on these rules needs knowledge,
information about the specific case, and the identification of the
best way to improve.
The final outcome must be extremely easy to understand, formulated
into simple-to-follow advice and processes that can be followed every
day. Instead of a revolution that could cost a lot of money and is hard
to implement, we offer a solution that will work non-stop in the back-
ground, making continuous improvements.
Evolution instead of revolution means continuous improvement.
We are building a 24/7 personal soft-skill trainer for anybody
in your company.
What is the final outcome?
And we make your clients love your company!

9. The process sounds complicated and challenging, but we believe that ulti-
mately it has to be easy to use, and the whole magic hidden while it works in
the background.
That’s why we believe in:
Every time we create a new product, we remind ourselves that the
ultimate goal is to make something people will love to use, and which
feels really helpful.
and
We always make it easy
Design SimplicityAmazing User Experience

10. We are not a typical company; we are a team of extremely ambitious,
young people with an amazing track record.
We were working for small startups as well as medium- and
large-sized companies around the world. Our clients are based in
San Francisco, New York, Miami, London, Tallinn, Warsaw, and Seoul.
We always take a comprehensive approach to projects and build
complete solutions, because our team consists of the best designers,
developers, project managers, and business people.
We are creative technologists who have already won Startup Weekend
in Krakow and the IBM Virtual Hackathon. We are alumni of the Startup
Wise Guys accelerator in Estonia, and were invited by the European
Space Agency to build mobile apps in Italy based on data from Sentinel
satellites.
We are constantly pushing the limits, using Augmented and Virtual
Reality, Web and Mobile applications, the power of Watson by IBM -
even building a drum kit that can be played in the air.
There is nothing that cannot be done, but there is
a lot that can be improved using technology.
We really love challenges!

11. Our achievements
Participation in
ESA Space App Camp 2015
Winners at
IBM Virtual Hackathon 2015
Judges & Audiance award at
Startup Weekend
Krakow 2012
Alumni in
Startup Wise Guys
accelerator 2013
Finalists at
Bitspiration 2013
Startup competition
The most brave and smart
Start-up Idea at
4th New Economy Forum
One of 10 High-Tech Startups in
Central Europe You Should Know
About by JIC (2013 EDT)

12. We were working with...
... and more!

13. Inside projects
Bubbletalk is an online solution that allows you
to communicate with a client, comment on tasks
and openly accept their execution.
Every day it tracks your client’s emotions in real
time and helps to improve your soft skills,
increase the client’s satisfaction, and enhance
communications.
Kaizenbox lets people write anonymous messages
to their company profile.
Writing and selecting opinions lets companies
know where their attitude could improve and what
changes customers wants to see.
Moodpath software selects tweets from events
and turns them into infographics that reveal
the emotions connected with the event.

14. Błażej Wojtyła
CEO
Skype: blazej.wojtyla
Tel: +48 889 006 156
Mail: blazej@jazzy.pro
www.jazzy.pro
Contact us