Emotional Driven Behaviour: Exceptional Customer Experience

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Personalized video at scale increases customer lifetime value for your ecommerce store. The fact is that building strong, enduring relationships with customers requires more than just offering advantages. That is when emotionally driven behaviour enters the picture. When you comprehend the emotional factors that contribute to extraordinary customer experiences, you may utilize those factors to develop lasting emotional bonds with your clients. For the ultimate AI-powered videos, contact us!

What makes someone leave a store in fury, or come back again and again? How do you keep customers coming back time after time? What is the secret to making customers fall in love with your brand? What can companies do to create a strong emotional connection with their customers? These are just some of the questions that every company needs to answer when it comes to creating stellar customer experiences. 

After all, there’s nothing more important than understanding what drives customers to continue interacting with your brand. While logical benefits like cost and availability are part of the decision-making process, there’s something deeper that drives people to make those choices. The same is true for brands that are looking for ways to reinvigorate their existing customers. Understanding these emotional drivers behind exceptional customer experience is a great way for any organization who wants to understand why people interact with them the way they do.

Defining Emotional Driven Behaviour

When you sit down and think about what drives your customers, the first thing that probably comes to mind is the benefits of your product. When people are shopping, they are looking for a benefit – what does this product or service do for me? The truth is that benefits only go so far when it comes to creating long-lasting, emotional connections with customers. That’s where emotional driven behaviour comes into play. When you understand the emotional drivers behind exceptional customer experience, you can use those to create strong emotional connections with your customers. That way, they are not just shopping with your company because the product offers a benefit – they are shopping with you because they have a connection to your brand.

There are a variety of different emotional drivers that can help you create that type of connection. Depending on what your company offers, you may have to tap into a few of these. The secret is not to focus on one or two drivers, but to create a combination that gives customers a unique and engaging experience every time they come in contact with your brand.

Happiness And Sadness

One of the biggest factors in any type of customer behaviour is happiness or sadness. This is particularly true in the B2B space, where the majority of purchasing decisions are driven by logic. With that said, there are a few ways that you can tap into people’s emotions to create strong connections with your brand. One way to do this is by tapping into nostalgia. Whether you’re looking to bring back products that have been discontinued or marketing campaigns that have been retired, nostalgia is a great way to bring people back to your brand. Another way to tap into sadness is to create a sense of empathy with your customers. That can be done by highlighting the people who are behind your products or highlighting the good that your company does in the world. Lastly, Personalized videos at scale can help you connect with your customers on an emotional level. They're a great way to help them experience and build an emotional connection with your brand.

Fear of Loss And Fear of Failure

There are a few ways to tap into customers’ fears, but they have to be done delicately. One of the biggest fear drivers is the fear of losing what they have or what they’ve worked hard for. If your product is something that people rely on, tapping into that fear is a great way to create an emotional connection and provide an exceptional customer experience. Another fear that can be tapped into is the fear of failure. Whether your product is for people who want to make a career change or the people who want to up their fitness game, tapping into the fear of failure is a great way to make people feel a connection with your brand.


We’ve all heard the phrase “Nothing good happens in a boring place”, but have you ever thought about how you can apply that to your brand? There are a few ways to create excitement around your company that customers will pick up on and remember. One of the easiest ways to do that is to create an event around your brand. Whether that’s hosting a party or a special event or creating a live experience, creating an event around your company is a great way to create excitement. Another way to create excitement is to be unapologetically you. By creating a brand voice and a brand personality that is unapologetically you, you can create excitement about your brand.

Recognition And Pride

Humans are social creatures who thrive on recognition and pride. Whether your company is B2C or B2B, there are ways to tap into that need for recognition. One way to do that is to create a program that rewards your top customers. Another way is to create content that celebrates the people behind your brand through personalized video at scale. Creating unique ways for people to connect with your brand and with each other is a great way to help them feel proud about being a part of something greater.

One way to offer recognition that builds strong bonds with your customer is by thanking them after a purchase, a subscription or any high value action. The more personal you thank them, the better. Be creative, the best way to create an emotional and personal connection with a customer is by sending them a personal video message. Showing a face goes a long way when it comes to developing strong relationships. With tools like Maverick you don't have to spend endless hours recording multiple videos to each customer. Leverage the power of AI to send personalized video at scale to all your customers.


At the end of the day, your customers are people, try to create exceptional customer experiences for them. They have emotions, desires, and dreams. The best brands are the ones that understand what drives those emotions and use them to their advantage. When you sit down and think about what drives your customers on an emotional level, you will have a much better understanding of what they are looking for when they interact with your brand. Once you know what drives your customers, you can use that information to create a stronger emotional connection with your brand.

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