According to psychologists

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EXPERIENCE Take a moment and think back to your lastshopping experiences. Do you remember buying a product on impulse? Have youleft a store because of a poor experience? What was the main reason for thesedecisions? A Harvard Business Review study shows that 95% of purchasing decisionsare based on emotions. Traditional customer experience (CX) metrics like NPS,CSAT, and CES only measure loyalty, service quality, and operations. But intoday's highly competitive world, businesses are starting

to look at the emotional side. It is now essential forbusinesses to understand and measure Chinese Malaysia Phone Number List  their customers' emotions to stay ahead ofthe competition. In fact, 80% of CX leaders say they plan to start trackingcustomer emotions ( Zendesk Customer Experience Trends Report ). This is atrend that is likely to last a long time. Emotion is the main motivation forcustomer experience, but also for business growth Customer experience is theperception of your business through the interactions between it and itsaudience. Currently, customers are opting for brands that deliver a qualityexperience throughout the customer journey, which ranges from discovery torepeat purchase to purchase and post-sales phase. As humans, our perception ofthe quality of the

customer experience depends largely on our emotions. , buyers make purchasing decisions based on theiremotions, then tend to justify that decision using logic and hard facts. So, tobetter understand and measure the level of your customer experience, you needto go further in exploring what drives customer experience, namely emotions.Emotions go far beyond the recommendation, promotion or ease of use of theproduct. That's why it's so important to focus on optimizing the feelings yourbusiness generates. Research by Feedbackly indicates that the EVI® (EmotionalValue Index) figure has a correlation of up to 80% with conversion and salesrates. The bottom line is that the more emotion you create, the higher your