Top-performing companies are constantly listening, learning and acting. They're not just making sure that their customers' problems are resolved—they're asking questions about the quality of their process that took place and how it could be even better. They are constantly listening to anything said about their product on social media, as that grows as a medium of sharing information about brands.
Your key performance indicators (KPIs) tell you all you need to know about the quality of your customers' digital experience. Chief among them is the net promoter score, which primarily measures one thing: Would a customer recommend your customer to others?
Other KPIs can help you fine-tune your strategy. An improvement in your customer satisfaction score, customer effort score or churn rate indicates that you're headed in the right direction.
The customer experience is paramount, and a single vocal customer can have an enormous impact on your business. By mapping the customer journey, you give yourself the means to measure its efficacy—and improve it.
Managing the customer experience becomes even easier when you work with a partner that can provide technology and insight that help you proactively address potential shortfalls.
Verizon Customer Experience Services can help you improve your digital experience for your customers.