KPIs to measure Customer Experience – (CX)

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Digital Transformation
If you already have an online marketing strategy for your e-commerce, the article below can be very helpful in knowing how to use KPIs to measure Customer Experience (CX) , learn what this term means and the main KPIs.

If, on the other hand, you already know these terms, we explain at the end of this post how to apply them to improve the Customer Experience.

KPIs to measure customer experience
What is Customer Experience (CX)?
Customer Experience is one of the most important strategies to take into account in a company. This experience that the consumer obtains when acquiring our services or products can generate value chile consumer email list for our brand by increasing sales data and, therefore, customer data.

However, we cannot focus only on convincing potential customers to buy our products or services, but our goal should always be to generate a relationship between consumer and brand.

Therefore, we will define Customer Experience as the memory, the sensation, the perception that a client obtains as a result of the relationship or interaction obtained with our brand.

Let's dig deeper into this definition:

When we talk about perception , we are basically referring to how we felt while we were maintaining that relationship with the brand. How it made us feel, what stimuli it provoked in us. In short, what memory is it that appears when naming or remembering that brand.
It is very important to always keep in mind that Customer Experience is not only relevant once the business transaction has been completed, but we also have to take into account the before and after the consumer decided to buy from us. This combination of experiences before and after the sale will make our brand gain great value.
“Experience is the brand” is how PK Prahalad put it so simply. And he was right, because even if we have the best product or service on the market, if we do not manage to make the customer feel satisfied throughout the entire process of purchasing or acquiring our services or products, we will not be able to add value to our company and therefore we will not be able to position ourselves in the place that we really deserve and where we want to be.
Last but not least, in terms of Customer Experience, all the departments that make up our company must be able to offer satisfactory service in order to subsequently be able to gather all the different points of view that will later make up the Customer Experience.