Customer experience is critical to the success of any organization. As the 2018 KPMG Customer Experience Excellence report states, organizations that fail to meet customer experience (CX) expectations rarely get a second chance.
Yet KPMG and other consulting firms report that customer expectations for CX are rising faster than companies efforts to meet those expectations, so it is important for companies to be able to gauge the success of their CX efforts. To do that, they need metrics, and some metrics are better indicators of CX success than others.
Heres a look at what marketers say are the top five CX metrics.
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