Whether you’ve been in business for one year or have decades of experience in your industry, one thing is true for everyone: Nothing is the same as when you started. Your products and services have changed to meet the needs of an ever-changing customer base. And the rapid pace of technological advancement has compelled you to stay current and deliver an ever-evolving digital experience.
Tracking your time helps set benchmarks and determine personal bests but does little to win a race without knowing the times of everyone else. The same is true when it comes to customer experience (CX).
Many different metrics and methodologies for measuring customer satisfaction exist. No one piece of customer feedback tells the full story. Combining metrics to paint a picture of what happens when customers interact with your business is vital.
About 73% of consumers rely on experience first when making purchase decisions (PwC). Research also shows that more than two-thirds of customers will pay more for a better experience (Salesforce). The data illustrates a key point: a customer experience strategy is not a “nice-to-have,” but a “must-have” for company success.
You’d be hard pressed to find a viable company that isn’t interested in customer satisfaction. In essence, acquiring satisfied customers—and keeping customers happy—is the lifeblood of any successful business.