How to Analyze Customer Journeys
A customer journey or buying journey captures all the interactions between the customer and brand throughout the buying process. As businesses deal with different types of customers, a brand can have multiple customer journeys based on the routes taken by clients to approach the brand, review it, and purchase the products. Analyzing customer journeys helps […]
Why Emotional Value Index (EVI®) is the New Rockstar of CX
Ever since we introduced EVI® to our Feedbackly customers, the response has been overwhelming. It’s a metric that seems to hit all the right notes and help businesses accelerate their growth. As emotions are a decisive factor in consumer purchases, EVI® is able to bring brands vital information related to consumer preferences and expectations. Today, […]
What is a Customer Feedback Loop?
While many brands know the importance of collecting feedback, not everyone carries out a systemic approach to using them for improvement. But, a good feedback management process can make a positive difference in a brand. The customer feedback loop is a strategy for improving customer experience using user reviews. It is a very effective way […]
Feedbackly x The Climate Nudge project: Making Commuting Fun Through Gamification
The Climate Nudge project plans and executes climate nudges with the help of several partners such as the University of Turku, the University of Eastern Finland, the Finnish Environment Institute, and many more. The University of Turku’s Climate Nudge project focused on promoting sustainable transportation, and to gather comprehensive data about their project, they teamed […]
How to Optimize Touchpoints Along the Customer Journey
Touchpoints are how the brand engages with its customers and play a vital role in fostering a strong relationship between the two parties. Every buying journey has a complex web of touchpoints that can range from 20 to over 500! Also, research shows that it requires around eight touchpoints on average to close a sale. […]
How to Handle Negative Customer Feedback
Negative feedback can be a bitter pill to swallow for businesses. If left unresolved or unaddressed, they can have an adverse impact on your brand image and lead to high customer churn rates. Negative feedback isn’t necessarily a bad thing. In fact, even the most well-performing businesses get complaints from time to time. If you […]
Why Creating Emotional Value to Customers Is Important?
Today’s customers enjoy the availability of a wide range of choices, good quality products, and the convenience of e-commerce. They are now on the hunt for businesses that enhance their lifestyles with emotional value. Emotional value is when a customer experiences positive feelings like joy and happiness from the services offered by a business. In […]
The Pros and Cons of NPS as a CX Metric
On a scale of 0-10, how likely are you to recommend this product/company to others? When this question was initially introduced to CX, it seemed as if all problems were over. However, with time, we realized that NPS alone is not sufficient to know everything about customer experience despite being a powerful CX metric. But […]
The Impact of Customer Experience on Brand Loyalty
Brand loyalty is how a business shines in the market while spending less on marketing. It is a mark of exceptional products and customer service offered by a brand. And let’s not forget that it’s costlier to attract a new customer than retain an existing one. CX is one of the best strategies businesses have […]