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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270
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5 Customer Journey Touchpoints to Measure

Lumoa

In reality, there are several customer touchpoints along the customer journey where you can (and should!) Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. Each of these customer touchpoints are important for the company to get right.

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How to Use CX Metrics to Find Bottlenecks to Product Led Growth

InMoment XI

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.

Metrics 260
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Optimizing your customer feedback strategy in 2023

Lumoa

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. You’ll be richly rewarded: 78% of customers have a more favorable view of brands that ask for feedback. Strategically reacting to customer feedback can increase customer loyalty and retention.

Feedback 208
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How to Optimize Touchpoints Along the Customer Journey

Feedbackly

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.

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NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

NPS, CES, and CSAT are customer loyalty metrics. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company. Before diving into the value of each metric, it’s important to go over the basics. . It’s the big picture metric of customer experience. .

NPS 278
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How to Identify Critical Touchpoints in the Buying Journey

Feedbackly

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!