It’s important to measure customer experience so you know if and how your efforts are resonating with your customers and impacting your bottom line. There are several ways to do this:
Conduct and analyze customer surveys: There are four main metrics gained for customer surveys that can help to track the success of CX over time. NPS: Net Promoter Score CSA: Customer Satisfaction CES: Customer Effort Score TTR: Time to Resolution
Figure out why some customers aren’t coming back: Customer churn is a natural part of doing business.
Get customer input: Ask your customers for suggestions on new products or features. Any recurring trends in their answers might be worth looking into.
Analyze support ticket trends: If there are recurring issues popping up in your support tickets, explore possible reasons for why they’re happening and how you can resolve them.
CX is the sum total of customers’ perceptions and feelings resulting from interactions with a brand’s products and services. CX spans the lifetime of customers’ relationships with a brand, starting before a purchase is made, continuing to active use and advancing to renewal or repeat purchase.
On the Voices of CX Blog, we share and create content for CMOs, directors, supervisors, teachers, authors, and especially CX enthusiasts.