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Make Your Customers and Employees Ignite Through Emotions, Empathy, and Science-Based Analytics

Make Your Customers and Employees Ignite Through Emotions, Empathy, and Science-Based Analytics

Make Your Customers and Employees Ignite Through Emotions, Empathy, and Science-Based Analytics

NayaDaya® Empathy Analytics™ focuses especially on customer and employee loss, the Great Resignation, via emotions, science, and data. By stepping into the shoes of people, it’s possible to reveal diverse experiences and significances, to predict behavior, and to target actions responsibly and effectively. Empathy is a powerful way to create value, commitment, successful transformations, and profitable growth.

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How to Solve Your Biggest Challenges Through Emotions, Empathy, and Analytics?

Emotions have a crucial influence on your customers' and employees' behavior and decision-making. Emotional experiences arise from subjective significances.

Emotions, and lack of them, are at the center of the biggest challenges of any business or organization: customer and employee churn, brand disengagement, and loss of productivity and profitability. The good news is that emotions are also the solution and one of your greatest opportunities.

 

To solve these problems and to seize the opportunities, you need empathy, the ability to perceive emotions and different viewpoints behind them. The science-based method of identifying emotional experiences, their root causes, and their impact on people and business, is called Empathy Analytics.

Above all, Empathy Analytics™ unfolds data-based, business critical understanding and action points for managing customer, employee, and brand experiences, and to succeed in changes and transformations.

Through Empathy Analytics™, you will

  • Reveal significances – both strong and weak signals

  • Predict their impact on behavior, business, and transformations

  • Target actions and communications responsibly and effectively

  • Create value, commitment, successful changes, and profitable growth

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How to Listen and Get Emotion Data?

To benefit from Empathy Analytics™, you need emotion data. We collect your data through online panels or surveys from consumers, customers, employees, or other stakeholders. By using the YouGov panels, we are able to collect consumer data worldwide, quickly and with high quality.

The empathy study and analytics require only two questions:

  1. How do you feel about "X"? (your company, organization, brand, or change, for example)

  2. Name the main reason(s) behind your emotion?

Respondents choose from 10 positive and 10 negative emotions, and "no emotions". The multilingual method, covering the full range of human emotions, is based on the scientific research at the University of Geneva, Switzerland.

Through these emotions and free form answers we release the power of empathy: we understand emotions and perspectives behind them. By combining quantitative and qualitative data, the fundamental insights will be revealed through our algorithm, analytics, and intuitive visualizations.

How to Identify Significant Customer, Employee, and Brand Experience Factors, Their Effects, and the Right Actions? 

The Emotion Impact® Matrix is not a drawing nor an opinion. It's based on data, analytics, and our scientific algorithm. The bubbles represent the significant factors behind customer, employee, and brand experiences – both strong and weak signals. This method is not based on pre-selected options. The factors are different in each case.

 

The bigger the bubble, the stronger the signal. The location of every bubble indicates it's impact on customer or employee behavior: from left to right from negative to positive, and from bottom to top from disengagement to engagement.

Emotion Impact® Matrix

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  1. Bubble Size = Significance

  2. Bubble Location = Behavior

  3. Green and Red Squares = Actions

Factors in the top-right quadrant create loyalty, retention, productivity, customer lifetime value, advocacy, successful change, and profitable growth.

Factors in the down-right quadrant generate passivity with no positive change nor growth.

 

Factors in the down-left quadrant lead to disengagement, customer and employee churn, loss of productivity and profitability – at the end of the day failed transformations and financial losses. These are the reasons for your problems.

Factors in the up-left quadrant create resistance, aggression, bad reputation, and falling sales also failing changes and financial losses.

The green bubbles should be strengthened or maintained, the red bubbles fixed or transformed. Our method includes a straightforward model for comparing your results with your strategy and goals, to identify concrete actions points.

Deep Insight Into Customer, Employee, and Brand Experiences

Our other metrics and infographics complement the Emotion Impact® Matrix. From the perspective of your customers and employees, you will see emotion profiles, their impact on behavior, as well as behavioral groups of loyals, passives, avoiders, and adversaries.

Our key indicators for customer, employee, and brand experiences are

  • Emotion Ratio®: the weight of positive, negative, and no emotions (insignificance)

  • Emotion Impact®: predicts positive, engaged, and prosocial behavior

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Empathy Analytics is Completely Different From Traditional Surveys

  • Business critical understanding and action points – unique insight

  • Empathy through emotions and different viewpoints of people

  • Root causes and consequences of human experiences

  • Predicts behavior and engagement; mere satisfaction does not correlate with engagement

  • Only two questions – goodbye to long surveys

  • Based on science

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Brands and Phenomena Analyzed With the NayaDaya® Empathy Analytics™

Arla | Asikkala municipality | Atria | Aurinkomatkat | Budbee | Centre Party | Christian Democrats of Finland | DB Schenker | DHL | Elisa | Ev.Lut. Church of Finland | FedEx | Finnair | The Finnish Union of Practical Nurses (SuPer) | Finns Party | Fortum | Greens | Heinola city | Hesburger | HUS | Ikea | Ilmajoki municipality | Isku | K-market | Kalevala Jewelry | Lahti city | Lapinjärvi municipality | Lappeenranta city | Left Alliance | Liminka municipality | Makia | Marimekko | Matkahuolto | McDonald's | Mehiläinen | National Coalition Party | Neste | Nordea | OP | Pihlajalinna | Poliisi | Posti | PostNord | The Finnish Defence Forces | Raasepori city | S-market | Saarioinen | Social Democratic Party of Finland | Stockmann | Swedish People's Party of Finland | Sysmä municipality | Telia | Terveystalo | The Finnish Tax Administration | Tokmanni | TUI | UPS | Valio | Vantaa city | VR | VMP Group | Äänekoski city

 

Phenomena: the coronavirus pandemic, politics, elections, health and healthcare, economy, taxation, remote and hybrid work, public transportation, future, independence, and digital news.

[1] Brands and phenomena analyzed in collaboration with the brands, the Data & Marketing Association of Finland, Statista, or the Media Company MTV in 2020-2021.

NayaDaya Inc. empowers companies and organizations to manage customer, employee, and brand experiences, through the Empathy Analytics™. The unique method is based on emotions, science, and data. By stepping into the shoes of people, it’s possible to reveal diverse experiences and significances, to predict behavior, and to target actions responsibly and effectively. Empathy is a powerful way to create value, commitment, and profitable growth.