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, different emotions drive the highest business value.
Emotions and feelings are the biggest part of the customer experience since everything is tied to them starting from the willingness to recommend and customer satisfaction. Emotions grow or deteriorate value for a business. This also happens in a way that you don’t even notice it if you are not paying attention to it.
Emotions are the key drivers that make it or breaks it when it comes to our desire to buy or not to buy. Even more than that, if we have decided to buy, we choose which company to do business with based on the experience and what emotional drives are behind it. Today, a whopping 46% are saying that customer experience is the main driver of the purchase decision where pricing is only 20%.
According to our recent study, today the number is still low as only 6% of the professionals and managers in the industry try to measure emotions and most of them do not have a sufficient KPI for it. Mr. Colin Shaw discusses the hierarchy of emotional value in his book and study with the London School of Economics where they asked over 50,000 people from 100 industries in 40 countries to get these answers. Out of the 4.5 million survey questions answered, 1.25 million responses were about what customers want, and another 1 million answers explained what customers feel.
In other words, look beyond NPS and CES to emotions that you want to drive in your business and find a way to measure those. In Feedbackly, we’re using the Emotional Value Index (EVI®) for it (feel free to contact us to learn more about it). One way or another, the industry is moving towards measuring deeper emotions, and that is a good thing! The next big thing is to dive deeper beyond the current KPIs and use something that explains more emotions than anything else.
To understand the emotions of your customers and how the emotions impact the performance of your business, you would need to be able to measure the emotions on a large scale.
To help you do it, in cooperation with CX Forum, Carepage and Feedbackly, we’ve put together a webinar about the Emotional Experience and Emotional Value Index™. It is free of charge and you can get the 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 are able to 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 collecting CX data is key, understanding its value to your business is critical, but identifying the right actions to take is not always so clear.
With CX Forum and Feedbackly, we have developed a completely new concept of Emotional Experience measurement. This new framework takes into consideration the vast variety of human emotions and how those emotions impact your business performance. We’re excited to open up more about this big and important topic on our next webinar.
This webinar was live on March 17. Now you can enjoy the educational webinar recording to find the answers to some key questions about how human emotions impact your business performance and how you can use them for growing your business. The webinar was brought to you by Feedbackly and Carepage.
Jaakko an award-winning CX professional and one of the founders of the Emotional Experience measurement framework. Jaakko is also the founder and CEO of Feedbackly, co-founder of CX Forum and CX academy, and the author of the CX handbook The Journey. He is a researcher in the area of utilizing AI tools to build better customer experiences. Jaakko is an award-winning Customer Experience Professional who has been featured also on the Forbes 30 Under 30 list of rising CX stars.
This webinar was live on March 17th, 2021. Big thanks to all the registrants and participants. We’re thrilled that the webinar had about 500 registrants! Thank you!
Measuring customer experience is more popular than ever and, if you’re reading this, you likely agree. You understand that collecting CX data is key, understanding its value to your business is critical, but identifying the right actions to take is not always so clear. That’s why we put together this webinar in cooperation with CX Forum and Carepage. To answer some key questions around:
What are the key steps to take when collecting CX data?
What to keep in mind when analyzing the CX data?
What actions can you take after you have analyzed the data?
What are the most common pitfalls to avoid when closing the loop between gathering data and taking action?
How to calculate the ROI of your CX improvements?
Join us on February 17 for our educational webinar to find the answers to some key questions that define if and how much your CX improvements have an impact on your growth.
The webinar will be led by the Customer Success Superhero at Feedbackly, Chief Customer Officer, Kristian Stolt. We’re proud to say that Kristian and his team have helped industry-leaders around the world become CX front-runners. Kristian is also one of the head coaches in the CX Academy.
Kristian is the Chief Customer Officer 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.
Every year hundreds CX and marketing professionals like you take the survey to help the industry to gain a better understanding of the trends of CX.
Share your insight on the future of CX and gain early access to our latest report on “Future CX Outlook in 2021” all by simply completing a short 15-minute CX Survey. This report will give you a global overview of the CX industry and where it is heading.
By completing the survey before Feb 14th, you will gain instant free access to CX Academy’s most popular course, Customer Experience 101. Once the report is published, you will gain free early access to the “Future CX Outlook in 2021” report where you’ll be able to compare your position to your industry peers.
You may participate in the survey by filling the form below, well then email you the link to the survey. This report is created in cooperation with CX Forum and CX Academy.
We are continuing our customer experience webinar series on how to use CX strategies so sell more and grow during crisis times. This time we are discussing leadership with a world-class customer experience professional Jason Bradshaw.
Leadership can be challenging at the best of times, but in 2020 the responsibilities of business leaders have changed dramatically. In times of crisis, leaders need to be creative and adapt customer and employee experience strategies to sustain growth in challenging marketplaces.
Join us as we talk about leadership during times of crisis with Jason Bradshaw, a global CX thought leader with a career spent committed to improving the lives of customers and employees.
We’ll cover topics including:
The major steps to leading through a crisis
Sustaining growth during challenging business times
Creating efficiencies by focusing on customer and employee experience
Case studies from a range of sectors
You’ll come away with:
Insights on how to lead your team through a crisis
Inspiration to take action and adapt your approach
A renewed focus on customer experience and employee engagement
If you are not able to attend, we will send a recording afterward!
About the speaker:
Jason S Bradshaw, from teenage entrepreneur to a global thought leader on Customer & Employee Experience delivering business growth. With experience in everything from telecommunications to government, media and automotive Jason has the depth and breadth of experience to inspire, engage and deliver results.
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