InMoment, the leading provider of Experience Intelligence (XI), has published a new ebook titled, Three Rules for Choosing the Right Metrics to Track Your Customer Experience Success. This free resource is part of InMoments continuing best practices content series for customer experience, employee experience (EX) and market experience (MX) leaders.
Click here to download the ebook.
Today, customer experience (CX) is the place where nearly every company competes. Brands are investing billions each year in order to out-experience the competition. The challenge is in prioritizing the spend based on how it will impact both customer satisfaction and long-term loyalty, and the bottom line.
In an attempt to find these intersections, brands have created an entire system of customer, employee, operational and financial metricsfrom NPS, OSAT, and customer effort score (CES), to net retention (NR), first call resolution (FCR), and lifetime value (LV).
Despite the nearly endless number of available methodologies, few companies have successfully deployed the right indicators in the right ways and in the right places to create a powerful, real-time guidance system. The ebook outlines three rules that will guide CX leaders in this critical task:
- Design with the end in mind. An effective customer experience program design starts with knowing what you want to achieve for your business. CX pros must use metrics as a way to accomplish more comprehensive objectives.
- Tailor metrics to what your stakeholders care about. Measure what matters to key audiences, including executive leadership, employees, and customers.
- Dont be chained to historical data. While understanding the past is essential, its important to set up a measurement framework that doesnt prevent your business from evolving for the future.
InMoment„¢ is the leader in Experience Intelligence (XI), transforming metrics into meaning to drive high-value business decisions and relationships with both customers and employees. The companys cloud-native XI Platform is engineered with data science at the core, and specifically architected to harness intelligence from across the entire experience ecosystem to deliver clear business value. The platform features three clouds that all work seamlessly together to give companies a comprehensive understanding of the most important factors impacting their bottom lines, including: Customer Experience (CX) Cloud, Employee Experience (EX) Cloud, and Market Experience (MX) Cloud. InMoments approach of providing strategic technical, best practice and thought leadership support ensures that our nearly 500 brands across 95 countries realize maximum business impact.