These are the CX metrics needed for succeeding in today’s ecommerce market

New Ideas in MarketingEssential news for marketers, summarised by YouGov
October 25, 2021, 5:12 PM UTC

This piece highlights how companies improve their ecommerce experience with specific CX metrics.

To succeed in this competitive ecommerce landscape, companies should start monitoring CX metrics like Customer Satisfaction (CSAT) and Net Promoter Score (NPS). CSAT enables companies to measure customer satisfaction based on a very straightforward question: “How would you rate your overall satisfaction with the [goods/services] you received?”

Combining CSAT with other metrics can help marketers understand user friction points and identify areas of improvement in CX. Similarly, brands should track metrics – NPS – a strong indicator of the brand’s overall customer loyalty and success. Use an NPS calculator, monitor the score and implement necessary changes to win customers’ trust and loyalty,

Customer Lifetime Value (CLV) metric can help marketers measure the longevity of the relationship, the amount of money spent by customers, their frequency of purchase and how it has changed over a period of time. Tracking these metrics and customer churn rate can help marketers improve the customer experience of their online stores.

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[5 minute read]

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