Create the best customer experience

This week I dived into customer experience, their metrics, and their KPIs (Key Performance Indicators). I learned about the top three tests that are used by CX Pros. These are the Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS). The CSAT test easily determines the customer satisfaction with a product or service (rating scale from 1 to 5, where 1 is unsatisfied and 5 is very satisfied). The CES test proves the amount of effort the customer had to put in in order to perform an action (rating scale from 1 to 5, where 1 is very difficult and 5 is very easy). The NPS test decides how likely the customer is likely to recommend the product or service to others. When using NPS, the company should send follow up questions to gauge the customer and overall improve business customer satisfaction.

When it comes to customer sentiment, some AI technologies like Natural Language Processing can categorize these as negative, neutral, or positive. However, the tests mentioned above are a more direct way to attain customer sentiment metrics.

Whether it's a brick and mortar or online business, it is important to reiterate the importance of customer loyalty, as this can lead to “repeat customers” and grow business. Furthermore, internally the organization’s teams tend to perform better, as they are aligned with business goals and have empathy towards their customers.