Experience Investigators by 360Connext
FEBRUARY 6, 2024
CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. Artificial intelligence (AI) is also changing the game and making time-to-insights faster and more efficient. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics.
InMoment XI
JUNE 14, 2022
Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable.
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Feedbackly
JULY 12, 2023
Touchpoints are how the brand engages with its customers and play a vital role in fostering a strong relationship between the two parties. Every buying journey has a complex web of touchpoints that can range from 20 to over 500! Also, research shows that it requires around eight touchpoints on average to close a sale.
GetFeedback
SEPTEMBER 20, 2019
NPS, CES, and CSAT are customer loyalty metrics. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. Before diving into the value of each metric, it’s important to go over the basics. .
Feedbackly
OCTOBER 12, 2023
The importance of optimizing touchpoints in a customer journey needs no special introduction. As conjunctions of contact between the customer and brand, touchpoints play a major role in the quality of the overall customer experience. But, some touchpoints are more influential and pivotal than others. Here’s how to identify them!
GetFeedback
AUGUST 14, 2019
Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Use CSAT at key points in the sales process.
ClearAction
DECEMBER 5, 2023
4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Let’s explore the 4 gold metrics that drive every CX metric.
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