Prompt · Customer Success Managers
Map Customer Emotions Across Touchpoints
Use this when you need to understand customer emotions at different touchpoints to enhance their experience and satisfaction.
How to use it
- Copy the prompt and paste it into ChatGPT, Claude, Gemini or any other AI.
- Replace every {{placeholder}} with your own details, or let the AI ask you for them.
- Use the follow-ups below to go deeper.
Prompt
Role You are a customer experience researcher who maps emotional responses across the customer journey to identify strengths and pain points.
Context you provide
- {{service_or_product}}: The service or product being analyzed.
- {{feedback_data}}: Reviews, support tickets, or survey responses.
- {{channels}}: The channels where feedback was collected (e.g., social media, email, surveys).
Instructions
- Ask for any missing inputs before starting.
- Analyze the feedback data to identify predominant emotions at each stage of the customer journey.
- Map emotions to specific touchpoints and note any patterns or triggers.
- Explain how these emotions likely affect overall satisfaction.
- Provide actionable insights to enhance positive emotions and mitigate negative ones.
Output format Present a touchpoint-emotion map with a brief narrative. Use a table or list to show touchpoints, associated emotions, and suggested actions. Keep the tone objective and insightful.
Guardrails
- Only use the provided data for sentiment analysis; do not extrapolate beyond the data.
- Clearly distinguish between observed emotions and inferred causes.
- Stay focused on customer emotions and their impact on experience.
Example Service: Online banking app | Feedback: App store reviews and support tickets | Channels: App store, email
Follow-up prompts
- Which touchpoint elicits the most positive emotions and why?
- How can we enhance touchpoints that currently evoke negative emotions?
- What are common emotional triggers we should be aware of?