El Net Promoter Score (NPS) y Customer Satisfaction (CSAT) reflejan la percepción directa del cliente, mientras que el Customer Lifetime Value (CLTV) evalúa el retorno financiero de las mejoras. Un análisis del Customer Journey revela la fluidez de las interacciones a través de canales, mientras que el First Contact Resolution (FCR) mide la efectividad en la resolución de problemas. Las tasa de conversión y el abandono del carrito de compras son métricas críticas en el comercio electrónico. Por mencionar un ejemplo, si tras implementar una estrategia omnicanal, observas un aumento en CLTV y en el NPS, significa que estás alineando correctamente los beneficios financieros con una experiencia mejorada.

To track the effectiveness of their omni-channel strategies, hard metrics such as customer satisfaction scores, Net Promoter Score (NPS) and customer effort scores must be combined with qualitative measures. These could include analysing customer journey touchpoints, tracking cross-channel interactions, monitoring customer retention and lifetime value as well as voice of the customer programmes, surveys and feedback loops, to assess customer perceptions and expectations. Other data points could include channel preference, response times, resolution rates, and other metrics that can be compared across channels to identify gaps and improvement opportunities.

It's vitally important to track the interactions your clients have with your omni-channels. You can use KPI's as Fernanda mentioned as well. It's a great way to measure the experience. Whether you make use of CSAT's, Voice of the customer or even CES's, they will all help you adapt your service offering that will satisfy your customers.

Pour évaluer l'impact de nos stratégies omnicanales sur l'expérience client, je commence par analyser les données de chaque canal (appels, e-mails, réseaux sociaux, etc.) pour comprendre comment nos clients interagissent avec nous à différents points de contact. J'utilise des indicateurs clés comme le taux de satisfaction client (CSAT), le Net Promoter Score (NPS), et le temps de résolution des problèmes pour mesurer l'efficacité