Providing an excellent customer experience (CX) is crucial for customer retention and gaining new business. Fortunately, you can use customer experience metrics to determine how effective your customer experience initiatives are and what needs improvement. You can gain insights into how satisfied customers are with your offerings, how likely they’re to recommend your company, and more. In this article, we’ll explore what customer experience metrics are and highlight 11 key CX metrics.

The secret to the success of your e-commerce business lies in improving the experience you deliver to every customer. And the best way to do that is by creating a seamless digital experience across each touchpoint. If tweaking your e-commerce experience sounds like uncharted territory, fret not. This resource will help you understand the fundamentals of e-commerce experience, and enable you to step up your game with some actionable tips.

There are many moving parts in play when trying to explain, let alone execute, an exceptional customer experience. Therefore it truly takes a village and a good game plan to get things done effectively. Staying on top of your customer experience strategy is vital as the customer behavior and digital channels of engagement continue to change how business is done. But it’s easy to be overwhelmed even before you get started. Where do you start?

Businesses of all sizes need to prioritize customer experience (CX), but it can be hard to know where to focus your efforts as we navigate uncertainty in a post-pandemic world. To help businesses make good, data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success.

A customer’s perception of your brand, including everything from social media ads to eventual purchases, is called customer experience (CX). On the other hand, customer service is simply a customer’s interaction with someone from your customer service team. That individual may be helpful, but your company should follow that with personalization or feedback implementation to create a holistic positive customer experience.

One of the questions businesses are constantly asking themselves is, “how to improve customer satisfaction?”. Firms place a lot of emphasis on improving customer satisfaction because happy customers are more likely to continue with them. And not only do high levels of satisfaction help you retain customers, but it also helps you save costs — after all, attracting one new customer is a lot more expensive than retaining an existing customer.

Customer sentiment is quickly becoming one of the most important metrics for any contact center to track. It helps contact centers better understand the opinions and emotions of their customers so that they can improve their processes and provide a better customer experience. It can also help uncover major issues outside of the contact center so that they can be fixed, taking pressure off of the contact center and its agents.