How can a company go beyond traditional metrics like NPS and CSAT to truly understand and improve the emotional connection customers have with their brand and products?

A company can go beyond traditional metrics like NPS and CSAT by utilizing advanced analytics tools to analyze customer feedback from various sources such as social media, reviews, and surveys. They can also implement sentiment analysis to gauge the emotional tone of customer interactions. Additionally, conducting in-depth customer interviews and focus groups can provide valuable insights into the emotional connection customers have with the brand. Lastly, creating personalized experiences and engaging storytelling can help strengthen emotional ties with customers and foster brand loyalty.