However, it doesn't stop there. After gathering feedback, it is necessary that you consistently respond to it to enrich the customer experience even further. One of the best brand examples of using customer feedback to its advantage is Starbucks. The coffee company frequently interacts with customers and asks them for their opinion, thereby adding value to the customer experience.
Among their many initiatives to enrich CX, it is their “ What's indian email list your Starbucks idea? ” program that stands out the most. Through crowdsourcing feedback, the brand works on suggestions, ideas, reviews and more to gather valuable information on the three fronts of CX ideas, product ideas and engagement ideas, thus diversifying their product more. In addition, Starbucks also offers its customers the opportunity to chat with their representatives so that they can gather ideas from their customers and respond to the points that really matter.
Customer experience is an evolving standard and measuring customer satisfaction requires more than just tracking sales growth or excess inventory. Because the customer experience is so multifaceted, it's only logical that deriving a comprehensive picture requires benchmarking from multiple angles.
This is where customer experience metrics come in. You need to ask yourself which CX metrics will help you paint a comprehensive picture of how customers feel about your brand. When it comes to measuring CX metrics, be sure to consider the following five to get a comprehensive view of your CX picture.
Net Promoter Score (NPS): This score measures the likelihood of existing customers to recommend your brand. Customers rate their willingness to recommend on a scale of 0 to 10. There are three rating classes: