What was the last best customer experience you had? Indeed, you still follow the brand, product, or service. Now, think about the reason why you are loyal to it. Perhaps, it is the experience you get every time you reevaluate it. In this article at CustomerThink, Michael Hinshaw describes the significance of customer experience metrics. How can you leave a lasting impression on the consumers? Learn how to remain on the top of your customer’s preferred brands.
Customer Experience (CX) Analytics
An efficient CX metric evaluates the value of customer experiences by tracking and analyzing customer interactions. It establishes a connection between customer experience and business KPIs by utilizing ROI-driven intelligence.
A customer-centric approach to business improvement helps in leveraging and measuring business growth. Retention, revenue, and cost efficiencies are the real traits of the ideal customer experience. They relentlessly initiate consumer engagement improvement initiatives to boost growth.
Gathering and accessing customer data is the basis for CX metric evaluation. The data generated provides a clear understanding of the customer experience. It would further inspire action to deliver anticipated results. Observe these two sources to leverage customer data:
- Voice-of-the-Customer: It is the feedback customers share with you about their experiences with your product or service. You can collect the VoC through emails, text messages, or outbound call surveys. Social media responses are equally reliable.
- Voice-of-Analytics: It helps in determining the customer experience from digital analytics. VOA observes the trending ways to interact with business systems and operations.
To clearly understand both the metrics, implement them in a framework and bring them together to get your business value.
Measure and Accomplish
Understanding the real business objectives is crucial to acquiring and employing customer experience metrics. Your strategy to achieve business success needs specific goals.
Understand the impact of customer behavior on your strategy and business objective. By augmenting the visibility of your approach, you can improve the customer experience. Click on the following link to read the original article: https://customerthink.com/customer-experience-analytics-and-tracking-cx-metrics-101-2/