Can You Quantify Customer Happiness?
December 16, 2014
You want to provide a better customer experience. You want your customers to be happier.
Your executives want you to prove that their investments in your customer experience program are actually benefiting the business.
But how do you show your success? Can you measure happiness?
Certainly, you can measure the impact of your efforts. Metrics, such as the ones below, will help you build a story that will persuade stakeholders that your program is worth the investment.
Customer service metrics: Are customers able to resolve their issues quickly and easily? How fast are your call center agents? How many steps does it take to find answers on your website? If you are using customer feedback to improve these processes, you should see trends in the data that reflect those improvements.
Social media metrics: Which social media channels are getting the most customer engagement? What kinds of questions are you getting through your social channels, and are you answering them effectively? Social media feedback is immediate and emotional; if you are doing CX right, you should see improvements in your social sentiment very quickly.
Customer satisfaction scores: There are a variety of customer satisfactions metrics used by various businesses. Effective CX programs can point to improvements in sentiment, NPS, or other scores.
The bottom line: Look at the same metrics you use to gauge any other business initiative – retention, sales, churn rates, etc. – and analyze the customer chatter around those areas. What are customers saying when they buy from you or when they quit buying? Happy customers stick around and buy more.
For a deeper dive into quantifying the success of your customer experience program, download our latest Cheat Sheet, 4 Ways to Measure Your CX Program.
Lisa Sigler is Sr. Manager of Content Marketing at Clarabridge. For over 16 years, Lisa has used her writing and editorial skills to bring the value and benefits of technology to life. In her current role, she works to demonstrate Clarabridge’s position as thought leader and trailblazer in the Customer Experience Management market. Lisa holds a B.A. of English from Kent State University. Read more from Lisa on Twitter @siglerLis.