Customer experience: the key for customer driven growth
What is customer experience?
Customer experience is how your customers perceive their interactions with your company.
Every time your customers (or potential customers) speak to someone of your staff, read your content, or get any service from you, this leaves an impression in their mind. The sum of all these impressions is what we call customer experience.
The first step to improve your customer experience is to start measuring it. Think about it, how are you going to know whether you improved if you don’t know where you're at?
There are a number of metrics you can use to measure customer experience, but we recommend these 3:
Net Promoter Score (NPS) Net Promoter Score is a simple methodology for understanding customer experience through feedback. See more
Customer Effort Score (CES) Customer Effort score measures how easy is for your customers to interact with you.
Customer Satisfaction Simple satisfaction and loyalty surveys can give you a sense of how customers feel about their interactions with your company and what behavior to expect as a result. They're more fliexible but less strctured than NPS and CEM.