In order to measure customer satisfaction and loyalty across the journey, you need to select appropriate metrics and indicators for each stage, collect and analyze the data, and act on the results. Start by defining your customer segments and personas based on relevant criteria such as demographics, behaviors, needs, or values. Then map out the customer journey for each segment or persona, outlining their steps from awareness to advocacy, the touchpoints they interact with, the emotions they feel, and the pain points they encounter. Choose metrics and indicators that best reflect your objectives and performance for each stage of the customer journey such as NPS for advocacy or CSAT for satisfaction. Use various methods and tools to collect data from customers like surveys, feedback forms, ratings, reviews, testimonials, transactional data, behavioral data, or loyalty programs. Analyze the data using analytical techniques and software to derive insights and trends. Finally act on the results to evaluate and optimize your customer service operations like improving products or services, enhancing touchpoints, resolving pain points, increasing value proposition, or rewarding loyal customers.