Do you keep track of your customer experience (CX)? CX measurement is complex but essential for understanding and retaining consumers.
Businesses can use a measurement framework that measures the overall journey of clients, certain phases, and the performance of individual touchpoints. There is a multitude of metrics to use to collect the necessary data.
A journey-based approach is vital for measuring CX and using the collected data accurately.
The guide below will introduce you to the value of such measurement and the most important metrics.
Why does it matter?
Customer experience measurement benefits businesses in various ways, as this data can improve services and products and detect operational challenges.…Continue reading