Making an argument in support of excellent customer experience (CX) is not hard at all. In fact the majority of organisations already consider CX to be the main driver of competitive advantage, according to Gartner.
However, CX is a moving target and monitoring customer satisfaction is less straight forward than, say, excess inventory or sales growth. CX is multi-faceted so it’s logical that a comprehensive CX picture means customer experience benchmarking from several angles.
But which metrics are worth measuring, and what set of metrics will build a sufficiently comprehensive picture of how customers feel about your brand? We think each of the following five metrics provide key CX insights, and a rounded picture when evaluated together.Read More