A: Measuring successful customer experience varies with each company. For example, some common key performance indicators (KPIs) for an e-commerce company could be sales or revenue per person. But for a different type of business, such as a B2B agency, KPIs will be different. Some common ones are revenue, growth, customer retention, and lifetime value. Depending on your type of business, you will choose which ones make the most sense for your particular customer journey.
Besides KPIs, there are a few more ways to know you’re on the right track with customer experience, and those are through your content, channels, and use of AI technology. Content produced for your customers should be relevant and timely, and should promote trust in your brand. Cross-channel capabilities — or being able to market across several different channels — are a must, especially in-person and online. These are two huge touchpoints that should both be optimized. Finally, try to use AI capabilities as much as possible to make sure you’re gathering the right data and that you’re using it correctly.