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Are your numbers lying to you? The CX metrics that actually matter
05
Are your numbers lying to you? The CX metrics that actually matter
(Time to read: 2 mins)
CX is a key factor in your company’s long-term growth, but how do you measure it? Traditional sales KPIs, like revenue or conversion rate, can only tell you part of the story. To truly understand how CX impacts your business, you need to focus on metrics that reflect the entire customer journey.
The right metrics help you assess the effectiveness of your CX strategy and drive decisions that lead to sustained growth. It’s time to replace the fluffy stuff with facts and look at the whole picture.
How to: Make metrics your North Star
How to:
Make metrics your North Star
1. Track KPIs like CSAT, NPS and CLV to understand experience impact
Start by shifting your focus from purely sales-related metrics to CX-driven KPIs. Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Lifetime Value (CLV) give a clearer picture of how your CX efforts translate into long-term customer loyalty and advocacy. CSAT measures immediate satisfaction, NPS gauges customer loyalty and CLV estimates the total value a customer brings over time. By monitoring these metrics consistently, you can spot trends, identify areas for improvement and adjust strategies to drive better results.
2. Use sentiment analysis to uncover hidden insights in customer conversations
AI-driven sentiment analysis tools can analyze customer interactions and feedback to uncover underlying emotions. These insights help you understand customer sentiment at scale and fine-tune your approach. By assessing positive, negative or neutral sentiments expressed in emails, chat logs or social media posts, you can identify issues and potential risks that might not be visible through traditional metrics. Use this data to make smarter, more informed decisions about how you engage with customers.
3. Build a feedback loop that connects CX learnings back to sales and service teams
To maximize CX impact, create a feedback loop that continuously informs your teams about customer satisfaction and expectations. Regularly share findings from your CX metrics with sales and service teams to ensure everyone is aligned and working toward the same goal: improving the customer experience. This collaboration will drive more personalized, efficient and empathetic interactions, increasing conversion rates and improving retention over time.
Spotlight: Luxury EV brand accelerates sales through CX metrics
Spotlight:
Case study:
“Luxury EV brand accelerates sales through CX metrics”
A new luxury EV brand aimed to establish itself in the Iberian market by selling directly to customers, bypassing traditional dealership models. To ensure success, the brand partnered with Foundever to develop an end-to-end CX strategy tailored to local expectations. KPIs such as CSAT and service levels were central to this approach.
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Results achieved
€14 million in managed sales within the first year
86% CSAT, the highest among the brand's territories
95% service level, ensuring prompt and efficient customer interactions
By focusing on these CX metrics, the brand not only met but exceeded its sales targets, demonstrating the critical role of customer experience in driving business growth.
Ebook From touchpoint to transaction: How to use CX to fuel sales & retention
Ebook From touchpoint to transaction