Forbes: How To Choose The Right Metrics To Measure Your Customer Experience

The value of optimizing your customer experience is clear to most brands and marketers. Increasing loyalty, reducing customer service costs and increasing revenue growth from retained customers are three big reasons, in addition to many others.

While it may be easier to come to the conclusion that you shouldmeasure your customer experience efforts, a more difficult task is to decide exactly what you should measure. To do this, you need to determine what you want your measurement to achieve.

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Greg Kihlstrom