If you’re searching for a list of social media metrics that matter, you’re not alone. Some social media marketers believe there are three to four that they should turn into key performance indicators (KPIs).
The value of customer experience (CX) design and management has been well-established. And CX maturity models have been used for several years to guide, measure, and improve companies’ performance on CX. Now that businesses are waking up to EX as an equally valuable organizational competence, an EX Maturity Model is needed.
Today, brands are focused on establishing a relationship with customers and look beyond the activity-based process of winning the customers’ hearts. This new outlook has also evolved the customer experience metrics that matter most than ever and will continue to drive the organizations’ customer-engagement operations.
Customer Experience Is Gaining Traction. The vast majority of customers say they prefer to buy from companies that treat them like people rather than numbers. Not just that — they also like buying from companies that care to understand how they use their products and service