How can you measure the effectiveness of your customer experience? What impact does it have on profitability, loyalty and purchasing activity? Companies are increasing relying on their customer experience to differentiate themselves in increasingly competitive markets. In 2008, 64% of companies listed Customer Experience as having a critical role in their strategy (Forrester Research 2008).
Creating a smart customer experience can be hard enough. Measuring your customers's experience can be even more challenging. Customer Experience Metrics have to go beyond traditional call center metrics to capture customer loyalty, satisfaction. They have to measure intangible concepts, complex interactions, over large amounts of time. Need help?
Examples of Customer Experience Metrics Include: