Analyzing emotional highs and lows in the journey

Understanding the emotional journey of users is crucial for preventing churn. By mapping emotional highs and lows throughout the customer journey, you can identify critical moments that influence user satisfaction and loyalty. These emotional fluctuations often correlate with key decision points, where users might choose to continue using your product or abandon it.

Consider these aspects when analyzing emotional highs and lows:

• Positive emotions: Moments of delight, satisfaction, or accomplishment.
• Negative emotions: Instances of frustration, confusion, or disappointment.
• Neutral periods: Times when users feel indifferent or disengaged.

Identifying these emotional patterns helps in:

• Pinpointing potential churn triggers
• Enhancing positive experiences to boost retention
• Addressing pain points that lead to negative emotions^[1]