How To Measure Customer Experience… EMPLOYEE RETENTION

It might not be the most glamorous of CX strategies, but effective management of employee turnover can make or break a company’s customer experience. One of the most effective tactics for improving the customer experience (CX) is also among the least glamorous. For all of the management attention focused on “shiny object” CX strategies (such […]

How To Measure Customer Experience… CUSTOMER RETENTION

Similar to customer churn rate, customer retention is extremely valuable for company growth. In fact, Bain and Company claims that a 5% increase in customer retention can increase company revenue by 25–95%. It is still very important to drive growth through acquiring new customers, but the cost savings of building long-standing customer relationships are significant […]

How To Measure Customer Experience… TOTAL SALES GROWTH

Total sales growth is the third of five ways to measure customer experience. Although they are not obligated to do so, private companies can benefit from sharing financial information with their employees. Employees feel more engaged and empowered when they have access to company financial data. Companies should explain the information and offer context, so […]

How To Measure Customer Experience… EMPLOYEE ENGAGEMENT SURVEYS

According to SHRM (Society of Human Resource Management), “employee engagement surveys measure employees’ commitment, motivation, sense of purpose and passion for their work and organization.” A carefully designed and conducted employee survey can reveal a great deal of information about employee perceptions that management can use to improve the workplace. Organization responsiveness to employee feedback […]

How To Measure Customer Experience… NET PROMOTER SCORE

(Over the course of the next 5 blogs, we will examine the FIVE ways to measure CX) How Do We Measure Customer Experience? Many of our clients have no Key Performance Indicators (KPIs) by which to measure customer experience. There are five areas of concentration on which EVERY organization of ANY size should focus. These […]

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