In addition to tracking customer satisfaction scores and Net Promoter Score, how can companies effectively measure the emotional connection customers have with their brand as a key indicator of the success of their long-term CX competency programs?

Companies can measure the emotional connection customers have with their brand by conducting regular customer surveys that focus on emotional responses and sentiments towards the brand. They can also analyze customer feedback and comments across various channels to understand the emotional impact of interactions with the brand. Utilizing social media monitoring tools to track customer sentiment and engagement can provide valuable insights into the emotional connection customers have with the brand. Additionally, companies can implement customer journey mapping to identify touchpoints that evoke strong emotional responses and tailor their CX programs to enhance these interactions.