But there are other, less well-known companies out there doing the exact same thing. B2B companies, such as Varsity Scoreboards (formerly Sportable Scoreboards), Construction Specialties, and Panasonic Business, are implementing and integrating various customer experience software suites to make it easier for customers to do business with them.
89% of companies surveyed by Gartner consider customer experience to be the new competitive battlefield.
84% of companies that work to improve their customer experience report an
KPIs to track customer experience ROI
There is not a succinct list of the top key performance indicators (KPIs) to determine customer experience success. The KPIs you use depend on your business, customers, and industry. For example, if you don’t have a field service organization, there is no need to track the reduction in on-site service calls. But as mentioned above, customer experience is designed to increase customer satisfaction, so there are some general KPIs that might be inclusive enough to list here. This includes:
- Revenue growth
- Customer retention/customer churn
- Cross-sell and upsell amounts
- Customer service costs
- Net promoter score (NPS) change
- A variety of digital metrics—including pages visited, time spent on-site, conversion rate—that help show the satisfaction level of those who visited your online properties