Who doesn’t love an emoji? They’re an amusing and accurate form of expression, they are quicker than typing text and are less likely to be misinterpreted. Emojis have become a universal digital language, with now over 6 billion being transmitted by mobile each day.
To many, emojis are just an emotive symbol- but what if, for digital marketers they may be a key to unlocking direct insights in how their consumers are feelings and can assist in measuring satisfaction levels.
Emojis contain sentiment and their meaning is explicit. For example; if a consumer uses a 😄 emoji, this has an unambiguous meaning- it clearly equates to satisfaction and a 😡 emoji would indicate that your customer is dissatisfied in some way- Hence, emojis could be beneficial for sentiment analysis.
If you think about it, Emojis may function similarly to a CSat (Customer Satisfaction Score).
The emoji can indicate the tone of a consumer’s message and add clarity to their opinion, whereas typed text can often be incorrectly comprehended. Thus, by monitoring the emojis consumers utilise, particularly on digital media platforms, this offers digital marketers data into how consumers respond to content, offerings, customer service and more.
With over 92% of online users employing emojis to express themselves and 70% of those users stating that emojis assist them to express their feelings more effectively- it would be a missed opportunity if digital marketers did not consider recording the emojis consumers display when engaging with their organisation.
How regularly do you use emojis, why? Do you find them more effective in conveying your emotions than written text? Do you consider emojis a beneficial way for digital marketers to understand their customers satisfaction?
Please ✍️ your comments below.