#StrategiaCX

投稿についてもっと詳しく 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!

続きを読むThe Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction
投稿についてもっと詳しく 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.

続きを読むWho Moved My Customer?