XPASS is the answer
XPASS goes beyond simple satisfaction and delivers a comprehensive toolkit for developing strong, sustainable customer relationships. Informed by years of research and development, this innovative new solution will maximise your CX return on investment.
A proven model grounded in Behavioural Science
Inspired by the work of behavioural scientists (Daniel Kahneman, the Heath brothers, Dan Ariely) XPASS identifies emotional levers to deliver memorable experiences – the ones that strengthen relationships.
We have measured it: customers who experience positive emotions with brands have significantly higher engagement than others!
An innovative package of diagnostics
The XPASS Emotional Activation Model reveals what makes you unique and best in class. This model is based on 8 emotional levers: 4 spices, EPIC, to elevate experiences :
and 4 hygiene factors, FREE, to generate trust, a basic requirement in customer relations :
New indicator, the Net Memory Score, extends further than established CX metrics by measuring the importance of memories and the emotional footprint left by your brand.
A customer-centric solution
XPASS includes a relationship segmentation so that you can adapt your CX strategy according to customer needs. You’ll know where to focus your energy and investment.
A modular approach
XPASS can be integrated within your existing satisfaction barometer to enhance existing KPIs or used as a stand-alone tool to complement your feedback management systems.
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