Customer Satisfaction vs. Customer Delight
Before we delve into the whole topic of customer satisfaction vs. customer delight, let’s touch on the core element. Customers are the lifeblood of any business because, without their demand for products or services, any market won’t exist or sustain for long. Statistics show that customer-centric businesses outperform their competitors financially. So, there’s no doubt […]
What is a Customer Experience (CX) Program
A comprehensive CX program is a mark of your dedication to the clientele. While nailing customer experience is a challenging task like getting hold of the golden snitch, having a program in place will ensure you have a clearly thought-out strategy to achieve it. It will create the pathway to create happier and loyal clients, […]
What is the Customer Satisfaction (CSAT) Survey
The customer satisfaction survey (CSAT) is a known Customer Experience metric that simply put, helps to measure your customers’ satisfaction level with your product or service. Customer satisfaction is like the cherry on top for any brand. Happy customers are a resonance of the quality of your products and a pivotal element for your brand’s […]
5 Tips to Improve Customer Feedback Surveys
A customer feedback survey is one of the ways through which companies can get to know the customer perspective of their brand. Customer feedback is a quintessential element for improving customer experience. But, the quality of data gathered from them depends on the quality of the answers, which can be affected by the quality of […]
How to Identify Critical Touchpoints in the Buying Journey
The importance of optimizing touchpoints in a customer journey needs no special introduction. As conjunctions of contact between the customer and brand, touchpoints play a major role in the quality of the overall customer experience. But, some touchpoints are more influential and pivotal than others. They are used more often by customers and demand special […]
What Is The Future of Net Promoter Score (NPS)?
NPS is a metric that measures your customers’ likeliness to be your advocates. It was first introduced as “The One Number You Need to Grow.” It was and still is a well-applauded metric in the realm of CX. It seemed that gauging customer experience through a simple question of “How likely are you to recommend […]
How Customer Emotions Affect Purchasing Behavior
We like to think that our purchasing decisions are made with sound judgment. In reality, our emotions intercept our thought processes and our ability to make rational choices. That does not mean all our purchases are made without clear thinking. But, it does mean that you need to integrate a new perspective when positioning your […]
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, […]