Emotions and feelings are at the heart of customer experience since everything is tied to them. Feedbackly keeps a finger on the pulse of your company’s CX and reveals how customers’ emotions impact the revenue and churn of your business.
We see companies making the same CX mistake again and again: they singularly base decisions on NPS and customer satisfaction. While those KPIs are pieces of the CX puzzle, emotions are what truly drive customers to buy or not. And if you ignore customers’ Emotional Experience (EE), your conversions will start feeling the cold shoulder. So how can you ensure your customers feel the love? Feedbackly helps you measure each customer’s Emotional Experience by calculating their Emotional Value Index™ (EVI™)
Jaakko Männistö, founder of the Emotional Experience framework, CEO @ Feedbackly
Integrate your customer feedback data with your CRM or eCommerce platform and put the feedback work for you, automatically.
We encourage businesses to understand their customers’ EE by using the methods and tools associated with the Emotional Value Index.™ However, it must be properly attributed and agreed upon by the owner of the concept prior to use. When implemented in the pursuit of a commercial enterprise, it must be used under license.
Any reference to EVI™ or Emotional Value Index™ and related trademarks / Servicemarks must include appropriate attribution, as detailed below. EVI™ and related trademarks may not be used commercially without Feedbackly ltd’s prior written consent in the form of an EVI™ license. To be considered for a license, please contact us to discuss in greater detail.