Top 5 Customer Experience Metrics to Grow Your Business

When selling a product or service, the user is one of your most important assets. Their input is vital to ensure continued satisfaction and buyer loyalty. The customer experience (CX) is multifaceted, meaning approaches from all angles are needed. 

Key performance indicators allow a company to see if it’s achieving all the key goals set out in that business’s objectives. Architecture, engineering, and construction (AEC) firms interact with their clients regularly and should ensure their relationship is as good as can be. 

This overview of call tracking metrics at the NICE inContact mentions the importance of ensuring you’re following the right metrics for your market. Below we take a closer look at the most useful data to help your company thrive. 

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Sales and Marketing

This is a fundamental part of growing any business. To improve how you market and sell your brand, you should first know who your target market is. Effectively aiming at the correct demographic and reaching them through the proper channels will go a long way to boosting your revenue. 

The sales department of an AEC firm should generate as many leads they can. A business can use the marketing funnel to visualize and see how leads turn into customers. The mouth of the funnel represents the broad scope of people a marketing team approaches. Through the funnel, they can pick prospects that will bear fruit. 

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Internal and External Communication 

Internal and external communications are two separate entities in a company. Internal communication refers to the ideas exchanged within a company. It allows you to ensure your employees are sharing ideas and staying in touch.

External communication indicates the interactions that take place outside of your organization. This conversation takes place daily and forms an integral part of a company. How a business communicates with the world projects a particular image and should be consistent with what the company wants to project. 

Customer Satisfaction 

The satisfaction of your clients is one of your main priorities. The better the experience your patron has, the more likely they are to refer you. Referrals are one of the best ways to get new business. 

This metric comes into play once a particular interaction has occurred, whether it be a service rendered or a product purchased. Keeping up to date with how your customer feels will also help evaluate how your employees are growing.

The Lifetime Value of a Client

This is a projection of your business’s total revenue throughout the relationship you have with the consumer. To capitalize on each client’s value, AEC firms need to ensure they have something unique to offer to their clientele. 

Specialized AEC firms have the advantage of building strong brand recognition. Being able to have a singular goal in mind also allows you to stand out from the crowd. If your service can satisfy a need the client has, they are more likely to use you again in the future. 

To increase your consumer’s lifetime value, you should aim to boost the amount they spend during each encounter. This can be anything from add-ons for a job they’ve already commissioned to promotional emails for upcoming specials. 

The Importance of Feedback 

The critique you receive from customers is vital in keeping your business growing. Using what you can learn from them can let you see the shortcoming in your model. A customer enjoys feeling like they’re making a difference.

Taking the time to involve your clients in shaping your business will allow them to feel heard. It also helps you create a stronger relationship with them. Getting their feedback early on will also help you tackle any problems early on. 

To Wrap It Up 

These CX metrics can give you a good understanding of how your company functions and which areas need more attention. Feedback from the consumer is invaluable, and you should utilize it to its fullest. 

Wendy Dessler can be reach at: jovana@outreachmama.com