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Four Data-Driven Metrics for Managing Your Customer Experience

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Guest post by Josh Brown.

As business leaders try to adopt a more data-driven approach to their operations, they face a common challenge. While some areas of the company—like finance and inventory management—can easily be reduced to numbers, others aren’t as obvious.

Use data-driven metrics to optimize customer experienceTake customer experience, for example. How can a company possibly reduce the emotions, interactions, and personality traits that impact a customer’s perception of a business to a single number?

While it may be a stretch to find one number that summarizes the totality of your customers’ experience, that doesn’t mean you can’t use data at some level to guide business decisions about your customer lifecycle.

Here are four data-driven metrics for managing your customer experience.
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The Four Best Online Survey Tools

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Revised August 10, 2022
Revised October 16, 2019
Revised August 7, 2019

So much of marketing relies on trying to get inside the minds of buyers: what are they looking for? What content will be most valuable and compelling to them? Why they choose a particular path through a website, or leave at a certain critical point?

Best online survey tools for marketing and customer serviceThere’s no better way to know what customers and website visitors are thinking than to just ask them. That’s what these tools are designed to do. Create various types of surveys; schedule them, email them, or have them appear based on triggering actions (e.g. visiting a certain page, exit intent). Collect data and analyze results. Determine what your website visitors are looking for, why they aren’t converting, and which website design changes may be most impactful. Measure customer satisfaction, loyalty, and advocacy.

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