95% of companies collect feedback, but only 10% deploy and improve their customer experience.
Deciding where to start when measuring Customer Experience can be overwhelming, even for those with years of experience. The first place to start is measuring your key CX metrics through collected feedback. But when it comes to a qualitative concept like CX, how exactly do you measure it? What kinds of metrics should be used?
In Part One of the webinar, David Hicks, CEO of TribeCX will share some common metrics that companies with successful CX programs use to evaluate and measure their customer experience.
You'll learn about:
CX metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES)
Choosing the most appropriate and valuable metrics, based on your customers and organization
Best Practices for measuring and managing your CX metrics
Customer Effort Score (CES) is a type of customer satisfaction survey metric used to measure the level of easiness of a customer’s experience using a single question with a view to induce customer loyalty by reducing customer efforts.
In case you’re doing business in Europe, you might be very well aware of the General Data Protection Regulation (GDPR) which is being implemented on 25th May 2018. GDPR will standardize data protection across the European region and will give the authority to individuals to protect their data.
Irrespective of how big or small a business is or which sector the business is in, customer satisfaction and loyalty are always important. Acknowledgment from a customer is what everyone’s looking for, isn’t it?