How Do You Measure CX Success?

Finding metrics for measuring your customer experience is not always easy. For any type of initiative that will track your success with customer experience, it is important to take a look at the metrics that you will use to measure success. In order to determine these metrics, it is important to look towards the problems you will solve and to establish your objectives for measuring success in CX. Here are some of the top outcomes that can be measured in CX success:

Customer Objectives

Customer-based objectives usually involve everything from delivering memorable experiences to shortening the process of transactions. You can measure metrics in customer objectives by looking at the path that the average customer needs to take in solving various pain points throughout your website navigation, sales funnel, customer service experience, and more.

Business objectives:

The main metrics measured in business objectives include increasing your revenue, taking a look at your corporate culture and shifting into a more favorable or innovative brand or increasing referrals from other companies, or improving the experience.

Employee objectives:

A focus on career growth and development, managing new promotions for people, meeting expectations for employee experience as well as delivering improvements to job satisfaction can all lead to greater customer experiences.

Creating a detailed list of areas that you would like to examine throughout your business that could lead to a better customer experience will help you to establish the metrics that are going to take your business to the next level.

This blog was written by Ingrid Lindberg, a customer experience keynote speaker and founder of Chief Customer. Her work has spanned the Fortune 500 – including Finance, Healthcare, CPG, Telco and Retail, working with companies to create differentiating customer experience strategies and cultures.