Its hard to keep track or a mental note of what works and what doesnt and Ive found metrics have been an awesome way to improve overall customer experience.
Everyones got different expectations on customer service and if you are fast to respond and clarify or sort out an enquiry, this could mean the difference between winning and losing a sale.
Im new to the idea of customer metrics and Ive got a lot to learn, but its something some of the new comers might be interested in.
Programs such as Help Scout and Zendesk are great tools for building your customer experience metrics and tracking response times on channels and the analytics can be used to re-train your team and determine how to improve your offering.
Metrics you should be measuring include:
- Response times
- Customer satisfaction after the interaction including surveys
- Measuring overall customer satisfaction
There are a whole bunch of metrics that you can use to measure your customer experience including:
- Net promoter score (NPS) - who would recommend you and who wouldnt
- Customer satisfaction (CSAT)
- Customer effort score (CES)
- Customer churn rate
- Customer advocacy (CA)
- First response and average handling time
There are experience maps that can be created plus some great info for anyone interested in finding out more... Customer Experience
Anyone care to share how they are using CEM and the improvements they have seen in their business or clients business..??