3 Must-know Principles about Timing of Feedback Surveys
Feedback surveys are important resources that help businesses assess the quality and success of their Customer Experience (CX) program. But, you cannot use all the surveys for all purposes. There are so many types of feedback surveys ranging from C-SAT to NPS designed to measure different aspects of CX. At the end of the day, […]
How CX Impacts Your Business Revenue
Statistics show that companies with a CX-centric mindset drive higher revenue of 4-8% than their counterparts. There are many more studies that prove customer experience is an inevitable factor to boost revenue and spur growth in a business. But, how can you precisely correlate and identify how emotions of customers impact revenue? That is to […]
How to Identify Action Points from Customer Feedback?
Customer feedback is one of the best resources for a business to fine-tune its Customer Experience (CX) program as it directly projects what customers expect from your brand. You get to identify what’s bad, fascinating, and lacking about your business accurately as opposed to hypothesizing them. Therefore, gathering customer feedback is vital for a business […]
FREE Webinar: What Actions Are CX Top Performers Taking To Succeed
Recording now available! >> Enjoy the recording of the webinar here Would you like to learn what the top performers do in the field of Customer Experience? Feedbackly has been invited to CXforum’s next webinar to open up this and much more! Feedbackly has helped CXforum to survey nearly 500 market leaders and top performers […]
How to calculate Emotional Value Index (EVI®)
Emotions have been taking over marketing and the position to be the main driver of our purchase behavior during the past decade rapidly. Today, a whopping 46% are saying that customer experience is the main driver of the purchase decision where pricing is only 20%. In other words, look beyond NPS and CES to emotions […]
How to measure Emotional Experience
One of the biggest mistakes measuring CX I run with our clients and also companies, in general, is that business people think that “NPS is enough” or that “customer satisfaction is the key”. Yes, in many ways both of those are true but alone that is not enough. If you would go about only measuring […]
How to Attract More Customers with Better CX?
The ultimate motive of any business is to have a strong customer base that helps it grow, thrive, and compete in the market efficiently. If you are struggling to attract new customers and have exhausted a variety of marketing techniques, now is the time to realign your strategy. Customer Experience (CX) is the wow-factor of […]
How to Get Started with Customer Journey Mapping?
Many of our previous articles discussed the customer journey mapping and its importance to understand the customer-brand rapport and improve customer experience accordingly. The story your customer shares with your brand is vital to understand your business’s position in the market. To give a brief introduction, the customer journey is a complete round-up of interactions […]
Emotional Experience – The Next Big Thing In CX Since The NPS
To this point, we have been living in the world of simplification. And to be honest, we still do and that is a good thing. But we would need to be able to look deeper than just satisfaction, recommendations, and ease of doing business. The study of Emotional Experience shows that compared to many others, […]