Customer experience (CX) comprises every interaction a consumer has with a business, from product discovery to post-purchase support. Everything a company does influences how the customer perceives the brand, if they feel satisfied, and whether they keep coming back. Building a strong CX program across an organization contributes to better brand loyalty, more repeat business,… Read more »
Category: Metrics and Measurement
Monitoring Customer Experience: Moving Past “Same Old Same Old”
Whether you’ve been in business for one year or have decades of experience in your industry, one thing is true for everyone: Nothing is the same as when you started. Your products and services have changed to meet the needs of an ever-changing customer base. And the rapid pace of technological advancement has compelled you to stay current and deliver an ever-evolving digital experience.
X- and O-Data Integration: Know These Two Essential Starting Points
As today’s businesses look for the best ways to get and stay ahead, meaningful integration of experience and operational data is fast becoming a “must-do.” When done right, X- and O-data integration offers tremendous value, especially as the integration matures to render more personalized customer experiences and opportunities to establish a true return on investment of customer experience (CX) initiatives.
Metrics Management: Driving Operational Priorities with Data
Tracking your time helps set benchmarks and determine personal bests but does little to win a race without knowing the times of everyone else. The same is true when it comes to customer experience (CX).
Customer Feedback: Why It’s Important + 6 Ways to Collect It
In this age of information overload, there is opportunity to seek out a few more “alligators” in our customer data. One method that could help is instituting a more formalized and managed follow-up process with our key accounts. In other cases, there are opportunities to learn more from the commentary provided by customers in surveys or in other feedback forums.
How to Measure Customer Satisfaction: Metrics you should be Tracking
Many different metrics and methodologies for measuring customer satisfaction exist. No one piece of customer feedback tells the full story. Combining metrics to paint a picture of what happens when customers interact with your business is vital.
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