Take a moment and think about your latest purchasing experiences. Can you recall buying a product impulsively because of excitement? Or can you remember leaving a store because of a bad experience? What was the main driver of your decisions? Harvard Business Study shows that ninety-five per cent of purchase decisions are emotional. The traditional Customer Experience (CX) metrics like NPS, CSAT, and CES only measure loyalty, service quality, and functionality.

Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on November 22nd, 2023.

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