When it comes to maintaining a healthy business, acquiring new customers is only half the battle; keeping customers engaged and loyal to your company over time is equally important. That is sometimes easier said than done, especially given the changing nature of customer preferences.
The Most Important Customer Engagement Metrics
1. Net Promoter Score (NPS)
NPS is the most widely used metric for assessing customer satisfaction and loyalty. This is accomplished by asking customers one simple question about their likelihood of recommending a company, product, or service to a friend or colleague.
2. Customer Satisfaction (CSAT)
CSAT is an abbreviation for Customer Satisfaction Score. It is a popular metric for determining customer satisfaction levels for a specific product/service or action taken rather than an ongoing customer relationship.
3. Customer Lifetime Value
Your customer lifetime value indicates how much your company can expect to earn over the course of a customer’s relationship, from start to finish.
4. User Interaction
User activity counts the number of unique customers who interact with your product or service in a given time period, which is usually daily or monthly.
5. Visit Frequency
Measuring visit frequency reveals how frequently the same customer returns to your website or store location.
6. Screentime
Measuring how long a customer spends on your site can tell you how valuable your content is and how much you help to make your customers’ lives easier.
7. Pages per Session
Pages per session display the average number of pages read by a visitor to your website before leaving.
8. Churn Rate
Your churn rate is the number of customers who end their relationship with your company over a specific time period.
9. Social Media Engagement
Your social media engagement can demonstrate how eager your customers are to hear from you and share information about the work you do. Are you curious about how the changing customer experience affects customer sentiment? Please contact Cegura Technologies right away.
