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 […]
How Customer Emotions Drive Business Success
Is there a greater joy than hearing your customers rave about your products and service? After all, there’s no better endorsement than positive client feedback to highlight the value of your business. Positive feedback primarily stems from positive emotions. Therefore, for businesses, understanding and influencing customer emotions is important, if not critical. It can help […]
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. […]
Why Measuring Emotional Value is So Crucial?
As customers, we experience different emotions with different brands. These emotions create a lasting impact on our buying decisions. We are loyal towards brands that appeal to our emotions and turn away from those that don’t. For businesses, these customer emotions are very important to consider. Emotional Experience (EE) looks at the aggregate of emotions […]
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 […]
How to Create a Seamless Omnichannel Customer Experience
In this age of convenience, customers demand a lot more agility from brands than before, and omnichannel customer experience is one of them. It is a term that got increasingly popular ever since e-commerce disrupted the traditional market. But, it wasn’t until a decade ago that it became a necessary strategy for every business, and […]
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 […]