What if the reason your customers buy - or leave - has nothing to do with your product? At Embark, we dig deeper than behaviour. Using a technique we call Motivation Backcasting, we uncover the emotional drivers behind customer decisions - Certainty, Growth, Recognition, and more. Because when you understand the real “why,” you don’t just reduce churn. You create value they can feel. Read on to find out how we do it.

When it comes to customer experience and its impact on customer retention, unless satisfaction is through the roof, mostly the data will point to a number of areas requiring improvement. In this post we outline the method we use to determine which action will have the biggest impact on customer satisfaction, loyalty, renewal and retention.

Should you focus on Customer Satisfaction (CSAT) or Net Promoter Score (NPS)? CSAT provides real-time feedback on specific interactions, while NPS measures long-term loyalty and growth potential. This post explores how these metrics complement each other and why balancing them is key to improving customer experiences and fostering brand loyalty. Discover actionable tips to optimise your customer experience strategy with CSAT and NPS.

Unlock the secret to maximizing customer loyalty with the right Customer Satisfaction (CSAT) research frequency! In this post, we dive into the two key CSAT approaches—transactional and relational—and share tailored, industry-specific insights on how often to use each. Discover how timely, targeted CSAT strategies can enhance your Customer Experience (CX) and turn feedback into a powerful driver of growth and satisfaction.