We know the customer experience is important.
We struggle with how to measure it.
At the end of the day, there probably isn’t one “right answer” about what the important metrics are. Having the right culture will lead to the right metrics.
The growth, development and profitability of any customer service company depends on its customers and it’s important to track this growth through customer experience measurement. Companies with many satisfied customers will undoubtedly be more prosperous than companies with few dissatisfied customers. A satisfied customer is one who is most likely to purchase from you, rarely shops around, refer other customers to your company and scores high when it comes to advocating for your company.