Peter Drucker, a business professor and guru once said “What gets measured gets managed.”. If a business wants to improve their customers’ experience when they buy their goods or interacts with them, the first thing they must do is measure their customer experience. That’s the most efficient way to know if a CX model is efficient or not. Of course, it’s easier said than done, but we are going to help you do it.
Businesses that have a good customer experience model will have an easier time managing and measuring its CX. Those that didn’t pay attention to it beforehand will take more time, but it’ll be worth the effort.
Tips to measure customer experience
To measure customer experience, sometimes it is necessary to do some tasks and changes in the model you currently have to make it more efficient.
Focus on clients: The first thing you have to do when you want to measure customer experience, is to understand how your clients feel and the actions they take. You can start by asking these questions:
- What do my clients need?
- What are they looking for when they interact with my business?
- What are their preferred methods of contact?
There are a lot more questions you can ask to know your customers better, and answering them will be key to understand their behavior.
Map their experiences: Analyze the actions that your clients take within the different areas of your business, and use that data to make a map of their path. This map will help you see their behavior and their experiences, and will be vital when planning new strategies to improve your CX.
Use research tools: There are a lot of ways to research your customers. You can make polls and surveys through email, regular mail, calls and chats. These will help you gather data about them so you can analyze them when needed. The result of these analyses can enhance any CX model you want to implement after taking the time to measure customer experience, as it will help you understand your customers and how they perceive your business.