B2B CX Metrics & ROI Maturity: Linking Customer Expectations to Business Performance
B2B customer experience metrics maturity is about embedding automatic CX excellence as a way of life in your company. In human maturity, the ability to rise to any occasion and to toggle seamlessly to what’s most appropriate in any situation is deemed ideal. What customer experience metrics can empower your company to live this way?
NPS® and customer effort scores may be the most popular B2B CX metrics today, along with customer health scores, churn rate, and customer acquisition cost.Net Promoter Score® tends to take on a life of its own, with engagement efforts specific to Promoters, Passives, and Detractors — but does this approach address the multiple parties within each account who have a say in B2B purchases? Does it drive CX excellence as a way of life in your company?
Customer Effort Scores often measure only the difficulty of getting help through customer care. Recently, B2B companies have been applying customer effort scores across the end-to-end customer journey. This is intended to simplify every interaction and touch-point, from customers’ perspectives — but does this approach address buying decision influencers in your customers’ companies who don’t interact with your brand? Does it reflect customers’ behind-the-scenes journey steps that aren’t touch-points?
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