Managing Customer Success and Experience is like laying the bricks of a building. To have a good building, every layer matters ✨
For all customer-centric companies whose goals include ensuring service excellence, there are several metrics the customer success/experience team could use to measure the success of customers. Here are some of them;
- NPS – Net Promoter Score.
I like to call this the “perception detector”. This is a metric that helps highlight the customer’s feelings towards the brand, product/service.
This helps companies to identify their promoters, demoters and passive audience.
Depending on the goal of the company, these tools could be used to improve customer journey experiences or help curate reward strategies for “best clients”.
2. Churn Rate.
It’s not always rosy, and this metric ensures a firm reminder of that. This is used to determine the volume (percentage) of a company’s client base who use their product/service.
Several factors could affect the churn rate and among them are; poor customer service, blocked/ closed accounts etc.
Knowing the percentage churn rate can help remodel the service experience to ensure optimal customer success.
3. Customer Satisfaction Score (CSAT)
This is a bit like NPS. Instead, this metric focuses on how clients rate the company experience and not asking if they’d recommend the service to others.
Sounds a lot like NPS but it isn’t. Instead, the CSAT helps the organization gauge how their customers feel after completing an action/ experiencing a process.
The data fetched from this could be fed to the app/website developers, and compliance team to remodel the processes customers feel less likely to perform thereby improving the overall customer experience.
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🚀 Several more metrics and KPIs can be used to preserve the clientele base whilst sourcing new ones.
So you see just like every great building, a great customer success/experience is attainable.
#customersuccess #customerexperience #cx #cxinsights
