Research in the Digital Age Demands a Proactive Approach to CX
Understand how your future customers are learning about youRead More
Author: Stephanie Caravajal
Author: Jennifer Walsh
Knowledge is power and, in the business world, nothing is more powerful than when an organization has a strong understanding of their customers. Delivering an excellent customer experience (CX) will differentiate your business and help you achieve your goals. By tracking CX metrics, you can gain keen insights into potential strengths and areas for improvement.
Today’s customers expect convenience and personalized experiences, but delivering those individualized experiences isn’t easy. To stay competitive, you need to have a comprehensive view of what can create a truly differentiated, tailored experience in order to open up a whole new world of customer experience (CX). With the right CX metrics, you can get a 360-degree view of your customer and deliver the most unique experiences to the people who interact with your brand. Ultimately, this increases customer satisfaction (CSAT), improves brand advocacy, and drives growth and customer lifetime value.
But this next-level CX doesn’t happen overnight. Below, we’ll share what you need to know if you’re ready to elevate your organization’s CX measurements.
The key to improving customer experience is being able to quantify it. While best practices for calculating CX vary depending on the organization’s preference, many organizations use a combination of three methods to analyze their customers’ experiences. These methods are relationship and transactional-based, representing the voice and behavior of the customer, and are established at specific points throughout the customer journey. The three methods are:
These metrics set a great foundation for establishing a better CX experience, but they’re only the beginning. Once you’ve established them, you’re ready to take the next step in your CX analytics journey.
When it comes to CX, there’s never a finish line; customers, businesses, and interactions are continuously evolving. Wherever you are on your CX analytics journey, it’s important to do these three things on a regular basis:
When you’re ready to venture beyond traditional CX measures and really amplify your impact, next-level metrics will help you accomplish your CX goals.
Get a better (360-degree) view of who your customers are and how they interact with your company through these metrics:
These next-level metrics will help you see the connection between CX outcomes and your company goals, but you need to decide which you’d like to focus on first.
Prioritizing your list of CX metrics should be based on two key factors: CX maturity and your organization’s goals. If you can determine what you want to accomplish, you can leverage CX metrics to get you there. Whether you’re just beginning your CX analytics journey or you’re ready to begin establishing the next set of CX metrics, contact us.
RevGen Partners is a premier partner for capturing analytics and helping companies become CX-driven. Connect with us today.
Stephanie Caravajal is a manager at RevGen Partners specializing in customer experience. She is passionate about helping organizations create and manage successful CX programs while aligning CX initiatives to digital transformations.
Jeniffer Walsh is a senior manager specializing in CX transformation, digital optimization, and Artificial Intelligence technologies for growth.