#ExpérienceClient

Lee más sobre el artículo The Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction
posts header on Linkedin and ECXO1

The Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction

Introducing the Emotional Impact Score (EIS), a new customer experience metric that goes beyond NPS and CSAT to measure how interactions truly make customers feel. Backed by behavioral science, emotional granularity, and the peak-end rule, EIS helps companies uncover hidden drivers of loyalty, reduce negative emotions, and design experiences that customers remember and return for. Learn more about it in this article!

Continuar leyendoThe Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction
Lee más sobre el artículo Who Moved My Customer?
posts header on Linkedin and ECXO

Who Moved My Customer?

In Who Moved My Customer?, Joao Pereira explores how customer behavior evolves faster than most companies can adapt. Using insights from behavioral science, nudge theory, and habit design, this article reveals why loyalty is a daily choice, not a lifetime guarantee. Learn how to spot early signs of customer drift, reduce friction, and keep your brand experience fresh so customers stay engaged before they wander to competitors.

Continuar leyendoWho Moved My Customer?
Lee más sobre el artículo Before CX Had a Name: How a 1993 Article & Book Launched the Personalization Revolution
Martha and Don ECXO.org

Before CX Had a Name: How a 1993 Article & Book Launched the Personalization Revolution

Before CX Had a Name: How a 1993 Article and Book Launched the Personalization Revolution A Brief Introduction to the Origins of Personalization The concept of personalization in marketing took…

Continuar leyendoBefore CX Had a Name: How a 1993 Article & Book Launched the Personalization Revolution
Lee más sobre el artículo B2B CX – Strategy & Business Alignment
busisness aign

B2B CX – Strategy & Business Alignment

B2B CX - Strategy & Business Alignment Originally posted here with our full version: https://ecxo.org/how-to-lead-a-b2b-cx-transformation-program-and-avoid-costly-mistakes/ Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business…

Continuar leyendoB2B CX – Strategy & Business Alignment
Lee más sobre el artículo How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes
first pic

How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes   Introduction: The Importance of CX Transformation in B2B Today’s business customers expect seamless, responsive, and value-rich interactions at…

Continuar leyendoHow to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes
Lee más sobre el artículo Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption
24(1)

Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption

Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. Design leaders play an…

Continuar leyendoEmotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption