Ditch the Dull Surveys: Emojot – Your Way to CX Nirvana 

What if getting feedback was actually fun? That's where Emojot comes in. We ditch the boring questions and replace them with emojis and cool visuals that make sharing how your customers feel easy and enjoyable. Think smiley faces after a great purchase or frowning clouds if something went wrong.

Second Screens and Missed Opportunities

After a long day at the office, we’ve all felt that need to sit back, kick off our shoes, and watch our favorite TV series. Or so we think. How long into an episode does it take before you pull out your phone to send out a tweet or to check Facebook? Or maybe you might pull out your tablet to look up the actor you just saw, new TV series, or check email. This phenomenon, of consuming content on a primary device (a television) while simultaneously accessing contextual information on a second device (smartphone or tablet) is termed the “Second Screen”, and it’s something that has become increasingly popular. Do you use a second screen while watching tv? While second screen use can refer to video gaming as well, it’s most commonly associated with the use of televisions. It’s just something we do now, especially with the easy availability of devices and the abundance of content available online. If you are watching sports on the television, you will find it really easy to check player information, stats and leaderboards in real time online. You will also be interacting with friends and followers on Facebook or Twitter, sending messages and posts back and forth about the match you are watching. It’s an amazing level of integration and interaction between what you are watching, what you are accessing on demand, and who you share the experience with. Second screening is taking our consumption of entertainment content to a whole different level. In this case, however, the consumer is several steps ahead of the content producer in sophistication. How often do you share your experience on social media whilst watching tv? A Nielsen report in 2012 says that 84 percent of mobile owners use their tablet or smartphone while watching TV at least once […]

Brand communication and emojis converge

A University of Pennsylvania study notes that, “70% of communication is body language, 23% is voice tone and inflection, and only 7% is your spoken words!” (Source). Text based communication from email to texting created many challenges – until ‘smileys’ – now commonly called ‘emojis’, became popular. Tyler Schnoebelen, a linguistics Ph.D. from Stanford, explains how if we are talking to someone face to face, we don’t need another way to express “I’m smiling” because it would presumably be visible (NYMAG). But take away that added layer of interaction, and then you are missing something important in communication. It all comes down to emotion and the communication of it. When face-to-face communication is not possible, we need to find some other way of communicating emotion and humanizing a system that is otherwise rather stark. But then the question arises, if this is how it works in the context of interpersonal communication, what does a brand do? How should a business or a service communicate with its customer base? When people communicate with each other with such rich expression of emotion, how much sense does it make for a business to communicate in a plain text form that is decades old at best? The availability of technology allows for a mix of rich forms of media, be it text, images, sound or animation. It doesn’t make sense for a business not to make use of these when communicating with people, especially since this is how people communicate with each other. Some of the biggest brands and media presences have acknowledged this fact and have been speaking emoji for a while. In 2014, as part of its content marketing strategy, General Electric launched its Emoji Table of Experiments, which they turned into a web series on science.