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Great customer experience (CX) needs a clear ambition backed by effective strategies to nurture relationships and drive loyalty through memorable interactions. XPASS goes beyond simple satisfaction measurement and delivers a comprehensive toolkit for developing strong, sustainable customer relationships.
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.
The XPASS Emotional Activation Model measures the emotional footprint left by your brand, what makes you unique and what makes you best in class. It assesses eight emotional drivers, EPIC and FREE, which combine to elevate your CX: EPIC to create peak moments and memories, FREE to get the basics right and build trust.
Measure whether you are successfully creating memorable experiences
Confirm you’re meeting core service delivery requirements
Prioritise key customer journeys for action
Identify how to best curate memorable experiences in these journeys
Adjust delivery based on the needs and expectations of different segments
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