From the course: Customer Experience (CX) Foundations
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Communicating results
From the course: Customer Experience (CX) Foundations
Communicating results
- As you get the foundations right, you'll hopefully see some success. So what does that mean? What does that look like? Customer experience management can lead to really amazing results. These might include things like improved customer feedback scores, like increases in customer satisfaction rates, more referrals leading to more customers overall, better word-of-mouth marketing, including great customer reviews, fewer complaints and service calls, decreases in customer churn rates, and increased retention rates. These can all be results of a well-run customer experience strategy. But let's face it, these are a little more difficult to track and communicate about than more straightforward measurements, like tracking new customers per month or revenue per quarter. That's why it's important to plan to succeed. Know what you want to measure, and then make sure your systems are set up for that. For example, if you…
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