#StrategiaCX

Scopri di più sull'articolo The Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction
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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!

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Scopri di più sull'articolo Who Moved My Customer?
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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.

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Scopri di più sull'articolo 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…

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