What is customer experience?
CX is more than feedback surveys and pretty dashboards, it’s having a customer-centric approach to business
THE VOICE OF THE CUSTOMER
Get your CX insights from the only source that matters
Why is customer experience so important?
Great customer experiences are key to success in today’s markets. But customer experience is far more than a customer service function, it’s a core business capability that is focused on improving the end-to-end journey for every customer.
Numerous studies have demonstrated the business benefits of improving customer experiences; it can improve customer retention, convert customers into fans, and help grow the business through referrals.
The TRACX marketing team has produced a customer experience stats infographic that illustrates the importance of customer experience to modern businesses.
How do you measure customer experience?
Measuring the customer experience is essential. As Peter Drucker once said, “If you can’t measure it, you can’t improve it”. Luckily, there is an accurate and common method used to measure customer experience — the CX survey.
Customer experience surveys shouldn’t overly long or complex (after all, this would be a terrible experience!), instead, there are a number of short, simple questionnaires that have been adopted as best practice.
- NPS® – Net Promoter Score
- CSAT – Customer Satisfaction
- CES- Customer Effort Score
- PMF – Product Market Fit
- Smiley Faces
- Thumbs Up & Down
- 5-Star (and other star ratings)
The different customer experience surveys can provide insight into customer loyalty, customer satisfaction, and the ease of interaction between your customer and your business.
Which survey is right for you will depend on your customer experience strategy, and what you are seeking to learn about the customer experience.
What is a customer experience strategy?
While it is important to measure customer experience, the goal is to learn accurate insights to will improve your business. This means that you must have a clear understanding of what you are measuring, from who, and why. A good strategy for capturing quality data is to ensure that you have the following in place:
- A well defined profile of the customers you wish to obtain feedback from;
- A customer journey map that identifies key touchpoints and interactions with your business;
- A process to capture feedback from customers, safely and efficiently;
- A platform to quickly analyse the data captured and product business insights.
If you can’t measure it, you can’t improve it.
Peter Drucker, “the founder of modern management”
TRACX CUSTOMER EXPERIENCE
A customer experience platform that makes your life easier
Get feedback from anywhere
TRACX helps you to capture customer feedback at every step of the journey. You can use modern contactless technologies to collect insights safely from offline interactions, as well as through digital channels.
Be the first to react
TRACX monitors and understands incoming customer feedback, alerting your in real-time to positive or negative customer experiences. You’ll be the first to know about new customer frustrations and will be able respond quickly to avoid potential problems.
Benchmark your business
TRACX makes it easy to measure, monitor, and analyse customer experiences at every location. You will be able to quickly benchmark and compare performance across every site that your customers visit.
See what TRACX can do for you
You could be up and running in minutes, no credit card required.