Experience Quality: A Game-Changer for Boosting B2C Satisfaction

The following article originally appeared on DestinationCRM.

Business-to-consumer (B2C) brands put a lot of emphasis on customer experience (CX) metrics, such as customer satisfaction (CSAT) and NPS. These metrics guide actions taken across the organization, from small, tactical moves to big, strategic decisions.

That attention is justified, as these scores provide a view of the current state of customer experience—and delivering good customer experience is associated with positive outcomes.

Based on recent findings from Verint, customers who report having a great experience also have the following:

• 90% higher likelihood to purchase online
• 71% higher likelihood to purchase in-store
• 88% higher recommendation intent

CSAT and NPS show how customers judge the quality of their interactions with an organization, and they help leadership set goals that can be a rallying point for teams and the entire business.

But are they enough? Do they provide insights that reliably improve how brands understand and act on experience feedback?

Download the full article on Destination CRM.

Additional topics include:

• More about why you need to consolidate and visualize CX data for fast, smart decisions
• A B2C success story from a popular watchmaker
• How to overcome CX and organizational challenges with Experience Quality