How to calculate CSAT (Customer Satisfaction Score)?
Customer Satisfaction Score (CSAT) is a key performance indicator (KPI) used to gauge how satisfied customers are with a company’s products, services, or experiences. Understanding how to calculate CSAT can help businesses improve their customer experience and increase loyalty. This guide will walk you through everything you need to know about CSAT, including its calculation, […]
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 […]
Alternative for CSAT – Emotional Value Index EVI®
Customer satisfaction is a paramount factor for the success of a business. After all, you can only thrive in the market as long as you have a client base. So, keeping your customers happy is the secret to keeping the wheels moving. Businesses use different metrics to determine how customers feel during the buying journey. […]
Customer Journey – Everything You Need to Know!
Startup brands are always keen on learning how to attract and retain customers. While there’s no one-size fits model to keep customers happy, understanding your customers in and out can certainly help. This is where the customer journey comes in handy. What is customer journey? A customer journey, also known as the buyer’s journey, is […]
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 […]
Why you should focus on Employee Experience (EX)?
“To win in the marketplace, you must first win the workplace” – Doug Conant, Former CEO, Campbell Soup. Happy customers start from happy employees. So, when we speak about customer experience and why it’s so important, we must also address the importance of employee experience. If your employees aren’t satisfied with the company, then you […]
What is Emotional Experience?
Take a moment to think of your past purchasing behavior as a customer. Can you recount incidents of impulsive purchases you made out of excitement? Can you remember ditching a product or service because of poor experience? What was the driving factor in all these instances? Traditionally, customer experience doesn’t account for customer emotions. With […]