Free eBook: Emotional Value Index (EVI®) – The Next Big Thing in CX Since the NPS

Free eBook: Emotional Value Index (EVI®) – The Next Big Thing in CX Since the NPS

We know CX matters when it comes to sales. Today, a whopping 46% of consumers say that customer experience is the main driver of the purchase decision whereas pricing is only 20%. But what is the main driver of customer experience? Emotions.

Emotions are the key drivers that ultimately determine whether we buy or not. They comprise the most vital part of the customer experience: Everything from customer satisfaction to the willingness to recommend is tied to them. Furthermore, once we’ve decided to buy, we choose which company to do business with based on the experience and the emotional drivers behind it.

The research done by Mr. Colin Shaw and his team from the London School of Economics shows that rather than focusing solely on NPS and CES, you need to shift your attention to creating emotions that you want to elicit throughout the customer journey and find a way to measure them

This led to the creation of the EVI® or the Emotional Value Index. The Emotional Value Index (EVI®) measures the level and types of emotion that drive your sales. It automatically delivers invaluable data and insight which can be used to optimize your business to drive better results.

This ebook is created by CXforum and Feedbackly.

From this ebook you will learn:

  • What is Emotional Experience and why it is important
  • What is the Emotional Value Index (EVI®)
  • How to measure Emotional Experience and EVI®
  • How to calculate EVI®
  • What can you learn from the EVI®

The ebook also includes links to additional free resources about Emotional Experience and EVI®!

Download your free ebook here:

Free Webinar: How to Ensure the Needed CX Readiness of Your Organization

Free Webinar: How to Ensure the Needed CX Readiness of Your Organization

Join this webinar to find out how your organization can push the CX program through and how to tackle all the problems throughout the journey.

Date: Wednesday, August 31
Time: 9 AM EST (UTC -4)/4 PM EEST (UTC +3)
Running time: 45 min

>> Enjoy your free recording here

Measuring customer experience is more popular than ever and not without a reason. In the quick pace of technological development, only a very few companies can compete purely based on technology and ignore the customer. Customer experience is the new competitive edge that makes it or breaks it. If you’re reading this, you likely agree.

You also understand that Customer Experience has to be on the map of everyone in the organization. This said CX is always a change program for the entire company. But the problem is how to push that program through. You have tens of or even hundreds of stakeholders to convince and change.

To this problem, we want to offer you tools to solve it in your organization!

In this webinar you will learn:

  • Where does your organization need to be to tackle this problem?
  • Who to convince and how to sell the benefits of CX to other parts of the organization?
  • How do you engage all the stakeholders?
  • How to set the CX program and process for the change?
  • What are the most common pitfalls to avoid?

Enjoy your free recording here

PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!

About the speakers:

CX Academy coach, COO @ Feedbackly

Kristian is the COO of Feedbackly and one of the head coaches of the CX Academy. Kristian and his team have helped many industry leaders across the world succeed with their CX programs and become CX front-runners. Among the many, they have helped the City of Helsinki, Merck, Innovasport, the Australian Government, Banregio.

Awarded CX leader, Founder, Researcher, CEO @ Feedbackly

Jaakko is a startup entrepreneur and an internationally awarded CX professional. Jaakko is a founder and CEO of Feedbackly, co-founder of CX Academy and CXforum, and the author of the CX handbook The Journey. He also is one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.

This webinar is brought to you by CXforumCarepageFeedbackly.

Download your free recording here: