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 InMoment’s continuing best
practices content series for customer experience, employee experience
(EX) and market experience (MX) leaders.
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 metrics——from
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
Tailor metrics to what your stakeholders care about. Measure
what matters to key audiences, including executive leadership,
employees, and customers.
Don’t be chained to historical data. While understanding the
past is essential, it’s important to set up a measurement framework
that doesn’t prevent your business from evolving for the future.
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 company’s 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. InMoment’s approach of
providing strategic technical, best practice and thought leadership
support ensures that our nearly 500 brands across 95 countries realize
maximum business impact.