The Importance of CX in Retail: Why It Matters More than Ever?
As businesses that directly engage with the end user, retail brands cannot ignore the impact of customer experience. Faced with tough competition and demanding customers, they are forced to step up their game or fall behind the market. Building strong relationships with customers is crucial to your retail brand’s success, and customer experience is your […]
4 Reasons Why You Should Measure Emotional Value Index
Emotions play a crucial role in customers’ decisions to purchase and recommend products to others. However, measuring something as complex and inconsistent as emotions is not easy. The Emotional Value Index (EVI®) is a metric that helps brands measure customer emotions and understand how they affect purchasing decisions. It is a standardized way of looking […]
How to Create a Customer Journey Map
Customer behavior is a complex phenomenon that evolves continuously. While it’s difficult to fit it within a framework, understanding your customers and forecasting how they will behave can help businesses to a great extent. A customer journey or buying journey encompasses every interaction that a customer has with the business from beginning to end. Think […]
Feedbackly – Not Your Ordinary CX Software
Have you ever wondered why Feedbackly is so popular? Well, it’s no surprise, given that we have cultivated a reputation for being an iconic, if not the best CX software provider for years! Over the years, we have helped clients from different sectors create killer CXM programs and get on board with their customer expectations. […]
What is a Good NPS Score?
It is costlier to attract a new customer than to retain an existing one. This much has been clear for those of us heavily invested in the field of CX. Therefore, it’s important that businesses focus heavily on building customer loyalty. It not only helps in retaining clients but also attracts leads through word-of-mouth marketing. […]
Email Survey – What and Why
Email surveys are one of the oldest and most popular methods of data collection. Most people use email for their day-to-day professional and personal activities, which makes it a great channel through which you can reach out to your customers. Also, sending out an email is easy, convenient, and cost-effective. It is an ideal survey […]
How Emotional Experience Impacts Business Results 
Why do customers choose one brand over the other when both offer similar products in quality and price? Why do customers cling to expensive brands when they can get one with the same functionality for cheaper? Loyalty and brand image may seem the obvious answers, but did you know that these eventually tie to customer […]
Top 4 Customer Experience KPIs for 2023
Customer Experience (CX) is important for your brand’s growth, and it’s only gaining more momentum every year. Unarguably, a good CX program needs Key Performance Indicators (KPIs). They help you measure and improve different aspects of CX, like customer satisfaction, loyalty, and happiness! If you hope to step up your CX game this year and […]
How to Calculate NPS (Net Promoter Score)
What is NPS (Net Promoter Score) ? The Net Promoter Score (NPS) is a metric used to identify the loyalty of customers to a business/brand. The NPS score is calculated using the responses of the NPS survey, which asks the simple question, “how likely are you to recommend this product/brand to someone you know?” from […]