SPONSORED: Three Ways To Use The Customer Perspective As A Measure Of Success ZohoCRM
So as experience becomes a more important measure of performance, the most successful companies are creating emotional connections at every touchpoint. With today’s consumers firmly in the driver’s seat, business leaders need to have the right tools, processes, and overall customer-centric culture to stay in the game.Although efficiency, productivity, and profitability will continue to be important, customer value is rapidly becoming the real star of the analytics show.
Customer engagement metrics are useful at this stage, helping you allocate your resources better and establish standards to monitor and assess—and, crucially, understand—how your customer views you.Measuring your customer satisfaction score tells you how happy a customer was with their last interaction with your company and gives you a chance to improve based on their feedback. Net promoter score is a similar metric you can use to measure the customer experience.
Ongoing dialogue with your customers is the best way to get the most out of your CPIs. Ask them what value they derive from your business, what keeps them coming back, and what influences their purchases. Ask, listen, design, implement—and then ask again.This continuous loop of monitoring and adjusting requires a more sophisticated approach than isolated measurement tools collecting data from single touchpoints.
Judging your measurement of success from traditional KPIs risks creating a situation in which teams are motivated to perform aggressive sales tactics to achieve their targets, which can be destructive to good customer relationships. Complementing these metrics with CPIs cultivates a different type of accountability, encouraging teams to achieve customer satisfaction above all else—which can lead to better retention and more revenue.
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