{"id":7001,"date":"2020-02-11T16:08:07","date_gmt":"2020-02-11T15:08:07","guid":{"rendered":"https:\/\/blogs.sap.nl\/?p=7001"},"modified":"2024-07-30T18:20:56","modified_gmt":"2024-07-30T18:20:56","slug":"experience-management-de-emoties-die-je-merk-maken","status":"publish","type":"post","link":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/","title":{"rendered":"Experience Management: de emoties die je merk maken"},"content":{"rendered":"

Ben je een sneakerfan? OK, kies je dan Adidas of Nike of heb je een ander favoriet merk? En, zeg eens eerlijk, vergelijk jij een Adidas schoen wel eens met een Nike sneaker op basis van specs? Voor de meeste mensen doet dat er niet toe. Je bent fan van een bepaald merk of niet. Experience<\/a> met jouw merk, product of organisatie roepen bepaalde emoties op. En deze emoties bepalen of je fan wordt van het ene merk of van die van de concurrent.<\/strong><\/p>\n

De lijst van 27<\/h2>\n

Emoties. Onderzoekers van de universiteit van California hebben er 27 gecategoriseerd. Van \u2018primaire\u2019 emoties zoals angst en blijdschap, tot meer complexe zoals bewondering en nostalgie. De onderzoekers \u2013 Cowen & Keltner<\/a> \u2013 toonden de proefpersonen korte video\u2019s die bepaalde emoties moesten oproepen. Van een kat die een hond een massage gaf tot een leeuw die op het punt stond om haar prooi aan te vallen. De proefpersonen konden daarna aangeven welke emoties deze video\u2019s opriepen. Daarna kwam het lastige klusje om deze emoties te categoriseren, wat resulteerde in een lijst met 27 gevoelens. Lastig, omdat sommige welbekende emoties -boosheid bijvoorbeeld – eigenlijk verschillende oorzaken heeft, zoals afgunst of angst. En daarom vind je alleen die onderliggende emoties terug in de uiteindelijke lijst van 27.<\/p>\n

Experience economy<\/h2>\n

De kracht van deze emoties hoeven we niet in twijfel te trekken. Het herkennen \u00e9n erkennen van deze emoties is niet alleen handig in priv\u00e9relaties. Ook als organisatie heb je te maken met deze emoties. Ten opzichte van je merk, je producten en je organisatie. We leven nu eenmaal in de \u2018experience economy\u2019 waarin klantbeleving cruciaal is. De beleving zelf is het product geworden. Klanten verwachten dat je de juiste informatie biedt, via het juiste kanaal, op het juiste moment. Om hier goed op in te spelen is het optimaliseren van Customer Experience essentieel.<\/p>\n

Customer Experience: klantinzicht is cruciaal<\/h2>\n

CX is een proces waarin je je organisatie inricht op de behoefte van je klanten. Jouw organisatie past zich aan aan de klant, in plaats van andersom. Dat vraagt om een goed inzicht in de Customer Journey van een (potentiele) klant over alle kanalen. Inzicht in klantdata<\/a> is hierbij heel belangrijk. 麻豆原创 onderscheidt hierbij twee soorten data: operationele data en experience data. Voorbeelden van operationele data zijn verkoop- en bereikcijfers. Experience data gaan over de beleving van de klant, zoals de emotie die een klant voelt bij jouw merk.<\/p>\n

Door al deze data te verzamelen en te combineren, kun je interessante correlaties leggen. Daarmee krijg je pas \u00e9cht een goed beeld van jouw potentiele klant. En met die inzichten werkt je aan een optimale Customer Experience<\/a>, die niet alleen klanten werft, maar een echte fanbase cre\u00ebert!<\/p>\nOntdek meer over Experience Management<\/a>\n","protected":false},"excerpt":{"rendered":"

Ben je een sneakerfan? OK, kies je dan Adidas of Nike of heb je een ander favoriet merk? En, zeg eens eerlijk, vergelijk jij een…<\/p>\n","protected":false},"author":3400,"featured_media":7003,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5564347],"tags":[5563489,5563491,5563492],"sapn-display":[],"sapn-type":[5562690],"class_list":["post-7001","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-customer-experience","tag-cx","tag-experience-management","sapn-type-artikel"],"yoast_head":"\nExperience Management: de emoties die je merk maken - 麻豆原创 Nederland<\/title>\n<meta name=\"description\" content=\"Ervaring als product binnen de experience economy is een noodzaak en customer insight is cruciaal voor het voeden van een goede ervaring. Lees hier meer!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Experience Management: de emoties die je merk maken\" \/>\n<meta property=\"og:description\" content=\"Ervaring als product binnen de experience economy is een noodzaak en customer insight is cruciaal voor het voeden van een goede ervaring. Lees hier meer!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/\" \/>\n<meta property=\"og:site_name\" content=\"麻豆原创 Nederland Blogs & Nieuws\" \/>\n<meta property=\"article:published_time\" content=\"2020-02-11T15:08:07+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-07-30T18:20:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/news.sap.com\/netherlands\/files\/2020\/02\/286480_GettyImages-519272982-scaled-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2400\" \/>\n\t<meta property=\"og:image:height\" content=\"1600\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Donia Ibrahimi\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Geschreven door\" \/>\n\t<meta name=\"twitter:data1\" content=\"Donia Ibrahimi\" \/>\n\t<meta name=\"twitter:label2\" content=\"Geschatte leestijd\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minuten\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/\"},\"author\":{\"name\":\"Donia Ibrahimi\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/#\/schema\/person\/5e4b19d391852062de5027538078e836\"},\"headline\":\"Experience Management: de emoties die je merk maken\",\"datePublished\":\"2020-02-11T15:08:07+00:00\",\"dateModified\":\"2024-07-30T18:20:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/\"},\"wordCount\":481,\"image\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/news.sap.com\/netherlands\/files\/2020\/02\/286480_GettyImages-519272982-scaled-1.jpg\",\"keywords\":[\"customer experience\",\"CX\",\"experience management\"],\"articleSection\":[\"CRM en klantervaring\"],\"inLanguage\":\"nl-NL\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/\",\"url\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/\",\"name\":\"Experience Management: de emoties die je merk maken - 麻豆原创 Nederland\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/news.sap.com\/netherlands\/files\/2020\/02\/286480_GettyImages-519272982-scaled-1.jpg\",\"datePublished\":\"2020-02-11T15:08:07+00:00\",\"dateModified\":\"2024-07-30T18:20:56+00:00\",\"author\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/#\/schema\/person\/5e4b19d391852062de5027538078e836\"},\"description\":\"Ervaring als product binnen de experience economy is een noodzaak en customer insight is cruciaal voor het voeden van een goede ervaring. Lees hier meer!\",\"breadcrumb\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#breadcrumb\"},\"inLanguage\":\"nl-NL\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"nl-NL\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#primaryimage\",\"url\":\"https:\/\/news.sap.com\/netherlands\/files\/2020\/02\/286480_GettyImages-519272982-scaled-1.jpg\",\"contentUrl\":\"https:\/\/news.sap.com\/netherlands\/files\/2020\/02\/286480_GettyImages-519272982-scaled-1.jpg\",\"width\":2400,\"height\":1600,\"caption\":\"Smileys made of sand. Image taken on the Boracay island, Philippines\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/news.sap.com\/netherlands\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Experience Management: de emoties die je merk maken\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/#website\",\"url\":\"https:\/\/news.sap.com\/netherlands\/\",\"name\":\"麻豆原创 Nederland Blogs & Nieuws\",\"description\":\"Nieuws en informatie over 麻豆原创\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/news.sap.com\/netherlands\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"nl-NL\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/#\/schema\/person\/5e4b19d391852062de5027538078e836\",\"name\":\"Donia Ibrahimi\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"nl-NL\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/news.sap.com\/netherlands\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg\",\"contentUrl\":\"https:\/\/news.sap.com\/netherlands\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg\",\"caption\":\"Donia Ibrahimi\"},\"url\":\"https:\/\/news.sap.com\/netherlands\/author\/doniaibrahimi\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Experience Management: de emoties die je merk maken - 麻豆原创 Nederland","description":"Ervaring als product binnen de experience economy is een noodzaak en customer insight is cruciaal voor het voeden van een goede ervaring. Lees hier meer!","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/","og_locale":"nl_NL","og_type":"article","og_title":"Experience Management: de emoties die je merk maken","og_description":"Ervaring als product binnen de experience economy is een noodzaak en customer insight is cruciaal voor het voeden van een goede ervaring. Lees hier meer!","og_url":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/","og_site_name":"麻豆原创 Nederland Blogs & Nieuws","article_published_time":"2020-02-11T15:08:07+00:00","article_modified_time":"2024-07-30T18:20:56+00:00","og_image":[{"width":2400,"height":1600,"url":"https:\/\/news.sap.com\/netherlands\/files\/2020\/02\/286480_GettyImages-519272982-scaled-1.jpg","type":"image\/jpeg"}],"author":"Donia Ibrahimi","twitter_card":"summary_large_image","twitter_misc":{"Geschreven door":"Donia Ibrahimi","Geschatte leestijd":"2 minuten"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#article","isPartOf":{"@id":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/"},"author":{"name":"Donia Ibrahimi","@id":"https:\/\/news.sap.com\/netherlands\/#\/schema\/person\/5e4b19d391852062de5027538078e836"},"headline":"Experience Management: de emoties die je merk maken","datePublished":"2020-02-11T15:08:07+00:00","dateModified":"2024-07-30T18:20:56+00:00","mainEntityOfPage":{"@id":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/"},"wordCount":481,"image":{"@id":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#primaryimage"},"thumbnailUrl":"https:\/\/news.sap.com\/netherlands\/files\/2020\/02\/286480_GettyImages-519272982-scaled-1.jpg","keywords":["customer experience","CX","experience management"],"articleSection":["CRM en klantervaring"],"inLanguage":"nl-NL"},{"@type":"WebPage","@id":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/","url":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/","name":"Experience Management: de emoties die je merk maken - 麻豆原创 Nederland","isPartOf":{"@id":"https:\/\/news.sap.com\/netherlands\/#website"},"primaryImageOfPage":{"@id":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#primaryimage"},"image":{"@id":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#primaryimage"},"thumbnailUrl":"https:\/\/news.sap.com\/netherlands\/files\/2020\/02\/286480_GettyImages-519272982-scaled-1.jpg","datePublished":"2020-02-11T15:08:07+00:00","dateModified":"2024-07-30T18:20:56+00:00","author":{"@id":"https:\/\/news.sap.com\/netherlands\/#\/schema\/person\/5e4b19d391852062de5027538078e836"},"description":"Ervaring als product binnen de experience economy is een noodzaak en customer insight is cruciaal voor het voeden van een goede ervaring. Lees hier meer!","breadcrumb":{"@id":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#breadcrumb"},"inLanguage":"nl-NL","potentialAction":[{"@type":"ReadAction","target":["https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/"]}]},{"@type":"ImageObject","inLanguage":"nl-NL","@id":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#primaryimage","url":"https:\/\/news.sap.com\/netherlands\/files\/2020\/02\/286480_GettyImages-519272982-scaled-1.jpg","contentUrl":"https:\/\/news.sap.com\/netherlands\/files\/2020\/02\/286480_GettyImages-519272982-scaled-1.jpg","width":2400,"height":1600,"caption":"Smileys made of sand. Image taken on the Boracay island, Philippines"},{"@type":"BreadcrumbList","@id":"https:\/\/news.sap.com\/netherlands\/2020\/02\/experience-management-de-emoties-die-je-merk-maken\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/news.sap.com\/netherlands\/"},{"@type":"ListItem","position":2,"name":"Experience Management: de emoties die je merk maken"}]},{"@type":"WebSite","@id":"https:\/\/news.sap.com\/netherlands\/#website","url":"https:\/\/news.sap.com\/netherlands\/","name":"麻豆原创 Nederland Blogs & Nieuws","description":"Nieuws en informatie over 麻豆原创","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/news.sap.com\/netherlands\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"nl-NL"},{"@type":"Person","@id":"https:\/\/news.sap.com\/netherlands\/#\/schema\/person\/5e4b19d391852062de5027538078e836","name":"Donia Ibrahimi","image":{"@type":"ImageObject","inLanguage":"nl-NL","@id":"https:\/\/news.sap.com\/netherlands\/#\/schema\/person\/image\/","url":"https:\/\/news.sap.com\/netherlands\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg","contentUrl":"https:\/\/news.sap.com\/netherlands\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg","caption":"Donia Ibrahimi"},"url":"https:\/\/news.sap.com\/netherlands\/author\/doniaibrahimi\/"}]}},"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/posts\/7001","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/users\/3400"}],"replies":[{"embeddable":true,"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/comments?post=7001"}],"version-history":[{"count":0,"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/posts\/7001\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/media\/7003"}],"wp:attachment":[{"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/media?parent=7001"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/categories?post=7001"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/tags?post=7001"},{"taxonomy":"sapn-display","embeddable":true,"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/sapn-display?post=7001"},{"taxonomy":"sapn-type","embeddable":true,"href":"https:\/\/news.sap.com\/netherlands\/wp-json\/wp\/v2\/sapn-type?post=7001"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}