How Can Customer Experience Metrics Earn You More Profits?

Let's see what customer experience metrics are and how can we use them to earn more profits.

In simple terms, customer experience is an amalgamation of all the interactions that an end user has with the brand including various aspects of business like marketing, sales, customer service, etc.

Customer service on the other hand is a part of the wider ambit of customer experience.

Well, how can we measure customer experience? Through customer metrics.

Customer metrics represent the feedback of the customers in the form of numbers that highlight the gaps between our expectations and the customer engagement with our brand.

A few examples of Customer experience metrics are, Net Promoter Score (NPS), Customer Effort Score (CES), Churn rate, Retention rate, and Customer Lifetime Value (CLV or LTV).

Tell us in the comment box - Do you consider customer experience as a part of your purchase decision? According to you, what are the most important CX metrics as of now?

And if you want to learn more about these customer experience metrics, click here to read the whole blog on the topic.