Measuring Emotional Value Index (EVI®) throughout the Customer Journey
EVI® is a CX metric designed to measure customers’ emotional experience with the brand. It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. The benefit of Emotional Value Index (EVI®) is that it can be applied to any phase of the customer journey, […]
5 Reasons Why Retail Businesses Love Feedbackly
If you are in the retail business, you would have access to a lot of customer feedback as you interact directly with customers. It offers you a treasure trove of data about your customers and their expectations and perceptions of your business. Did you know that you can profit and grow significantly with customer feedback? […]
Why Measuring Emotional Experience Is a Must-do?
“Sell the sizzle, not the steak.” As the old saying goes, the best way to promote a product is by showing customers how they will feel about a purchase, even before purchase. It means you have to win their emotions. Emotions play a dominant role in customer decisions. So, in this competitive world, it has […]
4 Ways to Improve Customer Loyalty
Customer loyalty is a marker of a good customer experience. A loyal customer implies a happy customer. A report on CX trends by InMoment shows that around 60% of customers are more likely to shop from companies they prefer and 80% of customers admit that their love for a brand is stimulated by a gradual […]
Survey Monkey but better!
From time to time our customers and people ask me what is the thing that makes you different and better for your customers than your competition, let’s say e.g. Survey Monkey? This is the most common question simply because Survey Monkey is one of the pioneers in the CX industry and they have reached cool […]
Most Popular Customer Feedback Questions
Customer feedback helps businesses view their brand from a customer’s perspective. You get a better understanding of the strengths and pain points through them. Surveys are one of the best ways to gather customer feedback promptly. Asking the right questions in your survey is vital to get the most useful responses from customers. Create simple […]
Pro Tip: A Simple Emotional Experience Survey for Purchase Stage
Emotions go beyond the willingness to promote and recommend as well as ease of use or doing business – CSAT, CES, NPS, etc are good – but not enough. Emotions drive our purchase behavior – 46% of consumers say that customer experience is the main driver of the purchase decision whereas pricing is only 20%. […]
What Should I Do If I Have Very Less Feedback?
Feedback is an important resource for businesses to identify their position in the market, the health of their conversion rates, and, most importantly, the happiness of their customers. But, not every business gets flooded with customer feedback, especially at the early stages. That could put you in a tricky situation because you don’t know if […]
How to Generate Sales Through Customer Feedback
In this digital age, when there are many online platforms for customers to review businesses, feedback can be both an asset and a liability. Brands that ignore the power of feedback would not be able to remain competitive in the market. Therefore, it’s important that businesses utilize it to improve their service, fix pain points, […]