In what ways can companies go beyond traditional metrics like NPS and CSAT to truly understand the emotional connection customers have with their brand as a result of their CX guidelines?

Companies can go beyond traditional metrics like NPS and CSAT by implementing qualitative research methods such as customer interviews, focus groups, and sentiment analysis to gain deeper insights into the emotional connection customers have with their brand. They can also leverage customer journey mapping and experience mapping to understand the holistic customer experience and identify pain points and moments of delight. Additionally, companies can measure customer loyalty and advocacy through metrics like customer retention rates, referral rates, and social media engagement to gauge the emotional connection customers have with their brand as a result of their CX guidelines.