Today I’m sharing how to measure your customer’s experience because we all know it’s cheaper to retain a customer than it is to acquire a new one and in order to keep our retention rates high, it’s important for us to create a WOW experience for them!
In this episode:
- The ways and metrics necessary that you can do internally and externally.
- How to use customer satisfaction scores and what they are.
- Ways to use a net promoter and customer effort score.
- How to determine how much a customer is “worth” to a business.
- What customer churn rate is and how to track customer retention.
- How to use customer support ticket trends to identify what is impacting the customer experience.
I highly encourage you to start measuring your customer experience so you can make the necessary business improvements to retain more clients & generate more revenue.
If you have a question you want answered, please be sure to send me a DM on Instagram @themichellefernandez!
Cheers to WOWing your customers. Until next time! Let’s grow your business together!
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