How do you measure customer experience? Explore how digital enablement can offer actionable insights that transform your CX.
In a business environment where outstanding customer experience (CX) is not just a perk but a necessity, you must use all the tools at your disposal. Digital enablement makes it easier to collect customer data and turn that information into actionable steps for improvement. By syncing your digital approach with your customer experience goals, you get a clearer picture of how customers interact with your business, helping you make their experience even better.
Ready to explore what a well-executed digital strategy can do for your CX? Let's dive into the metrics and methods that can elevate your game.
why is measuring cx crucial?
Before discussing the what and how, let’s review the why. One survey showed that resolving issues quickly makes customers 2.4 times more likely to stay loyal to your brand. Another study found that 76 percent of customers are likelier to recommend a brand or service that delivers simple experiences. Given that it's generally more cost-effective to retain existing customers than acquire new ones — especially in an enterprise environment — these numbers are too significant to ignore.
key metrics for evaluating customer experience
Use the following key metrics to assess and continuously improve your customer experience.
customer satisfaction score (CSAT)
While rudimentary, CSAT can give you a snapshot of how satisfied your customers are after interacting with your brand. Many large organizations rely on post-interaction surveys to keep a pulse on customer feelings.
net promoter score (NPS)
A more nuanced metric, NPS categorizes your customers into detractors, passives and promoters. A score skewed towards promoters is usually a good sign of customer satisfaction and is often linked to business growth.
customer effort score (CES)
In the age of digital transformation, this metric helps gauge how easy it is for your customer to interact with your product or service. A high CES often indicates a more streamlined user experience, which can significantly reduce operational bottlenecks in the enterprise context.
customer lifetime value (CLV)
Arguably the most impactful metric, CLV estimates the overall value a customer will bring over the entirety of their relationship with your brand. A high CLV is often a result of positive customer experiences.
how digital enablement powers cx measurement
Navigating the complexities of customer experience is made simpler through digital enablement. Here's how digital approaches can make measuring and improving CX more straightforward:
surveys go digital
Forget about cumbersome paper questionnaires. Automated survey platforms can trigger surveys post-purchase or after customer interactions, making the collection of CSAT and NPS scores a breeze.
customer journey analytics
Journey maps do more than just lay out customer touchpoints; they explore the reasons behind customer actions. Digital tools offer real-time tracking and heatmaps to pinpoint areas of friction, facilitating quick adjustments.
support ticket trends
The power of digital enablement extends to customer support metrics. Now you can digitally monitor key performance indicators like “first response time” and “average handle time,” providing actionable data to improve CX.
real-time feedback loops
Analytics tools enable immediate customer feedback during interactions, whether a purchase, a support call or website navigation. This real-time data can be analyzed instantly, allowing rapid adjustments and problem-solving.
One of the advantages of digital enablement is the capacity for personalization at scale. Algorithms can automatically tailor marketing messages or product recommendations based on individual customer behavior, making each interaction more meaningful and improving overall CX.
Ready to harness the power of digital enablement to elevate your customer experience? Talk to us at Randstad Digital to make it happen.