Emotional Value Index (EVI): The Next Big Thing in CX Since the NPS
We know CX matters when it comes to sales. Today, a whopping 46% of consumers say that customer experience is the main driver of the purchase decision whereas pricing is only 20%. But what is the main driver of customer experience? Emotions.
Emotions are the key drivers that ultimately determine whether we buy or not - 95% of purchasing decisions are emotion-based. This led to the creation of the EVI®, the Emotional Value Index. The Emotional Value Index (EVI®) measures the level and types of emotion that drive your sales.
From this eBook you will learn:
- What is Emotional Experience and why it is important
- What is the Emotional Value Index (EVI®)
- How to measure Emotional Experience and EVI®
- How to calculate EVI®
- What can you learn from the EVI®
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