8 Tips To Use Customer Experience Metrics and Their Benefits
As an eCommerce business, you need to regularly ask yourself this question: are you providing a customer experience to be remembered? Are you offering something new to customers that greatly surpasses any product and price found elsewhere? Studies show that more than 85% of buyers are more than willing to pay more for an excellent customer experience – you just have to know you are offering the right things.
Tracking & Measuring
Your customer experience metrics are how you can track and measure the way your customers experience your business and products. When you collect the feedback from your customers, you’re going to be able to understand how you can make improvements to your experience. If you are ready for your eCommerce business to start collecting customer metrics, here are eight things that you need to keep in mind.
- Results In Real-Time. When you get results in real-time from your customers, you are better able to improve what you offer. Both positive and negative feedback is valuable, so make sure that you follow up with your customers and understand more about what they thought of your product or service.
- Surveys. Sending surveys to customers within a week of their online purchase in your eCommerce store is a great way to gain and collect customer feedback. The surveys that you do must be fast and they should only ask the necessary questions. Don’t make them too lengthy; you don’t want to lose their attention.
- Customer Journey Maps. A visual of your customer interactions will help you to better understand how your brand is received from the purchase through to their experience with it. You can put yourself into the position of your customers, which allows you to see things from their perspective.
- Go Hunting. They could be fed back out there that you don’t even know about. Checking your brand online and looking at your reputation and what people are saying about you will make a big difference in the way in which you clean up what you are offering people. Check reviews sites online, any social media for your business where customers could post about you and use this feedback to better inform your future offerings.
- Use It. When you receive all of this feedback, you need to use it! Feedback in all forms is valuable to your business, and you can get it to the right people so that they can make better sense of it. The findings are then passed along so that sense can be made of it all.
- Don’t Go Overboard. There is such a thing as too much customer experience measurement. Collect what you need and no more than that if you want it to be relevant and not take all your time.
- Make Connections. The customer experience metrics that you collect can impact pretty much all of the departments in your business. So, be sure that you understand the collections and which areas are most affected.
- Future-Focused. You need to look ahead and keep an understanding of your customers and their experiences. You can then take an educated guess at what will happen next and plan accordingly.
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