You know what your customers have to say is important. They're the people who are living and breathing your brand's products and services every day. So how can you effectively enhance their customer experience, capture their feedback and build up a picture of what's really happening from their point of view?
Sadly, for anyone who wants a simple answer, it's not a simple question. While most of the well-known customer experience metrics and measures can be used accross a range of industries and business models, getting the detailed insight you need to modernise your business requires you to do something different.
The CX Rebels Guide to Measuring Customer Experience will take you through how to:
1. Use the right metrics at the right time along the customer journey
2. Throw your survey in the bin but still get the same insight
3. Ask for feedback through the channel that's most convenient for the customer
4. Adopt a test and learn methodology to find the right metrics for your business
5. Get your employees to embrace metrics
6. Be radical! Scrap metrics altogether AND get better, more actionable insights
7. Use the formula CI2 + BI2 = GX2 - The power in harnessing your data
It will also highlight practical tips which you can use to start making a real difference to the way you're measuring your customer experience. Get your hands on a copy below!
