{"id":8752,"date":"2024-04-26T06:58:41","date_gmt":"2024-04-26T06:58:41","guid":{"rendered":"https:\/\/botsify.com\/blog\/?p=8752"},"modified":"2024-04-26T06:58:41","modified_gmt":"2024-04-26T06:58:41","slug":"customer-experience-metrics-to-help-your-marketing-strategy","status":"publish","type":"post","link":"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/","title":{"rendered":"Customer Experience Metrics to Help Your Marketing Strategy"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_55 counter-hierarchy ez-toc-counter ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title ez-toc-toggle\" style=\"cursor: pointer\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\" role=\"button\"><label for=\"item-6649541255138\" ><span class=\"\"><span style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #fee22e;color:#fee22e\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #fee22e;color:#fee22e\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input aria-label=\"Toggle\" aria-label=\"item-6649541255138\"  type=\"checkbox\" id=\"item-6649541255138\"><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#Learn_about_Important_Customer_Experience_Metrics_to_Form_an_Effective_Strategy\" title=\"Learn about Important Customer Experience Metrics to Form an Effective Strategy\">Learn about Important Customer Experience Metrics to Form an Effective Strategy<\/a><ul class='ez-toc-list-level-3'><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#1_Net_Promoter_Score_NPS\" title=\"1. Net Promoter Score (NPS)\">1. Net Promoter Score (NPS)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#2_Customer_Satisfaction_CSAT_Score\" title=\"2. Customer Satisfaction (CSAT) Score\">2. Customer Satisfaction (CSAT) Score<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#3_Customer_Effort_Score_CES\" title=\"3. Customer Effort Score (CES)\">3. Customer Effort Score (CES)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#Generate_More_Leads_With_Website_Messenger_Chatbots\" title=\"Generate More Leads With Website &amp; Messenger Chatbots\">Generate More Leads With Website &amp; Messenger Chatbots<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#4_Churn_Rate\" title=\"4. Churn Rate\">4. Churn Rate<\/a><ul class='ez-toc-list-level-4'><li class='ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#Reducing_Churn_through_Targeted_Marketing_Initiatives\" title=\"Reducing Churn through Targeted Marketing Initiatives\">Reducing Churn through Targeted Marketing Initiatives<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#5_AI_chatbots\" title=\"5. AI chatbots\">5. AI chatbots<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#6_Customer_Lifetime_Value_CLV\" title=\"6. Customer Lifetime Value (CLV)\">6. Customer Lifetime Value (CLV)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#7_Website_and_APP_Engagement_Metrics\" title=\"7. Website and APP Engagement Metrics\">7. Website and APP Engagement Metrics<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#8_Social_Media_Engagement_and_Sentiment\" title=\"8. Social Media Engagement and Sentiment\">8. Social Media Engagement and Sentiment<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#9_Feedback_and_Review_Analysis\" title=\"9. Feedback and Review Analysis\">9. Feedback and Review Analysis<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#Conclusion\" title=\"Conclusion\">Conclusion<\/a><ul class='ez-toc-list-level-3'><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/#Are_You_Ready_To_SkyRocket_Your_Business_With_Our_AI_Chatbots\" title=\"Are You Ready To SkyRocket Your Business With Our AI Chatbots\">Are You Ready To SkyRocket Your Business With Our AI Chatbots<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Learn_about_Important_Customer_Experience_Metrics_to_Form_an_Effective_Strategy\"><\/span><b>Learn about Important Customer Experience Metrics to Form an Effective Strategy<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\"> <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-8753\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/04\/Customer-satisfaction.jpg\" alt=\"Customer satisfaction\" width=\"512\" height=\"364\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/04\/Customer-satisfaction.jpg 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/04\/Customer-satisfaction-300x213.jpg 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/span><\/p>\n<p><a href=\"https:\/\/pixabay.com\/photos\/customer-like-thumb-high-down-3864809\/\" rel=\"nofollow\"><b>Image Source<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">You can&#8217;t shape an effective marketing strategy without deeply analyzing customer experience metrics. By tracking the correct CX metrics, marketers can better understand the customer journey and identify their pain points more accurately. This also makes it easier to optimize touchpoints, which in turn helps improve loyalty and revenues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Experts also believe that measuring various CX metrics is one acceptable way of gaining insights into customer sentiment. This enables marketers to spot areas for improvement. For instance, these metrics make it easier to find systemic issues that may damage loyalty or increase churn risk.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The good thing is that CX technology is evolving quickly, so tracking those metrics is easier. You can also have a robust SEO tool in your arsenal to keep an eye on those changing metrics. And it&#8217;s easy to make a choice, considering you can find platforms offering<\/span><a href=\"https:\/\/top10seosoftware.com\/reviews\/\"> <span style=\"font-weight: 400;\">SEO Tool Reviews<\/span><\/a><span style=\"font-weight: 400;\">.<\/span> <span style=\"font-weight: 400;\">All you have to do is compare those tools and pick ones that can perform site-wide audits, pick social media engagement signals, track bounce rates, and perform other tasks to help you gauge your marketing campaign&#8217;s performance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In short, customer experience (CX) has always been significant but has become a key differentiator, with <\/span><a href=\"https:\/\/www.superoffice.com\/blog\/customer-experience-statistics\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">86% of consumers<\/span><\/a><span style=\"font-weight: 400;\"> willing to pay more for a great experience. An SEO tool will help, but you need to learn what metrics to track. Here&#8217;s what you should focus on:<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span class=\"ez-toc-section\" id=\"1_Net_Promoter_Score_NPS\"><\/span><b>1. Net Promoter Score (NPS)<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">NPS is a percentage calculated from data gathered by using a 1-10 scale for responses to \u2018How likely are you \u2026\u2019 type questions. If you subtract the % of Detractors from the % of Promoters, you will get a Net Promoter Score. It stands out among the most helpful customer experience metrics.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">NPS monitors the customer experience from the perspective of loyalty. It asks users to consider how likely they are to revisit a brand (for customer retention) and their willingness to advocate for it (organic promotion). It, therefore, benefits marketing by leveraging \u2018word of mouth\u2019 and using satisfied customers to expand brand visibility.\u00a0\u00a0<\/span><\/p>\n<p><strong>The metric uses three categories:<\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Promoters: score 9-10. These are loyal enthusiasts who are likely to revisit.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Passives: score 7-8. Customers are satisfied but not committed and open to offers from elsewhere.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Detractors (0-6). These customers are not satisfied, and their word-of-mouth recommendation is likely to be negative.<\/span><\/li>\n<\/ul>\n<p><strong>NPS insights inform marketing strategies in several ways:<\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">identifying areas for improvement in product, service, or <a href=\"https:\/\/botsify.com\/blog\/10-ways-to-build-a-holistic-customer-experience\/\">strategizing customer experience<\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">segmenting customers into categories for targeted marketing<\/span><\/li>\n<li><span style=\"font-weight: 400;\">prioritizing a customer-centric approach to decision-making<\/span><\/li>\n<li><span style=\"font-weight: 400;\">leveraging Promoters as brand advocates by encouraging them to share testimonials or take part in referral programs<\/span><\/li>\n<li><span style=\"font-weight: 400;\">proactive engagement, using NPS to address issues promptly and proactively engaging with Detractors.<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Customer_Satisfaction_CSAT_Score\"><\/span><b>2. Customer Satisfaction (CSAT) Score<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-8754\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/04\/Customer-feedback.jpg\" alt=\"Customer feedback\" width=\"512\" height=\"480\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/04\/Customer-feedback.jpg 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/04\/Customer-feedback-300x281.jpg 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><a href=\"https:\/\/pixabay.com\/photos\/feedback-customer-satisfaction-1977987\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\"><b>Image Source<\/b><\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">The CSAT score considers the customers\u2019 overall experience by asking how satisfied they are. Like NPS, customers respond using a scale of 1-5 or 1-10.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The CSAT metric is useful for:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">gauging the quality of the customer experience<\/span><\/li>\n<li><span style=\"font-weight: 400;\">distinguishing the satisfied customers from the less satisfied customers<\/span><\/li>\n<li><span style=\"font-weight: 400;\">predicting customer churn (lost customers)<\/span><\/li>\n<li><span style=\"font-weight: 400;\">unearthing gaps between the customers\u2019 expectations and their experience<\/span><\/li>\n<li><span style=\"font-weight: 400;\">benchmarking performance against others in the industry<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It&#8217;s possible to use CSAT Data to identify areas for improvement, which helps get better results for your marketing campaigns.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Much like NPS, CSAT data can inform an entire marketing strategy, identifying the most successful as well as the weakest areas. It also informs decision-making regarding brand development and growth.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The CSAT data can:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">be showcased in marketing content as social proof of providing a positive customer experience<\/span><\/li>\n<li><span style=\"font-weight: 400;\">identify highly satisfied customers to encourage referrals and testimonials<\/span><\/li>\n<li><span style=\"font-weight: 400;\">facilitate tailoring the customer experience by analyzing scores in each customer segment<\/span><\/li>\n<li><span style=\"font-weight: 400;\">be used in conjunction with other metrics, such as NPS and CES<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_Customer_Effort_Score_CES\"><\/span><b>3. Customer Effort Score (CES)<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-8755\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/04\/Customer-experience.jpg\" alt=\"Customer experience\" width=\"512\" height=\"353\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/04\/Customer-experience.jpg 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/04\/Customer-experience-300x207.jpg 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><a href=\"https:\/\/pixabay.com\/photos\/feedback-survey-rating-evaluation-7759990\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\"><b>Image Source<\/b><\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">CES evaluates the ease with which customers interact with the company. It measures the effort required to accomplish key customer service tasks, such as resolving issues, making a purchase, or finding information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CES asks customers to rate the ease of their experience on a scale ranging from &#8216;very difficult&#8217; to &#8216;very easy&#8217;. The easy range has the higher score. A low CES, on the other hand, would indicate the customer has had difficulty.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CES insights are beneficial. Using them, marketers can:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">streamline procedures<\/span><\/li>\n<li><span style=\"font-weight: 400;\">enhance self-serve options<\/span><\/li>\n<li><span style=\"font-weight: 400;\">reduce response times<\/span><\/li>\n<li><span style=\"font-weight: 400;\">optimize for mobile friendliness<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">CES helps marketers create an effortless user experience. A feature that boosts retention and reduces churn. It also drives growth in competitive marketplaces by fostering customer loyalty for long-term relationships.<\/span><\/p>\n<section class=\"bt-blog-inline-subs-wrap\">\n<div class=\"bt-blog-inline-subs-inr inline-subs-v3\">\n<h3><span class=\"ez-toc-section\" id=\"Generate_More_Leads_With_Website_Messenger_Chatbots\"><\/span>Generate More Leads With Website &amp; Messenger Chatbots<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Gather quality leads on autopilot and 10x your ROI with automated chats<\/p>\n<div class=\"inline-subs-cta\"><a class=\"bt-glb-btn\" href=\"\/register\" target=\"_blank\" rel=\"noopener noreferrer\">Create Now!<\/a><\/div>\n<\/div>\n<\/section>\n<h3><span class=\"ez-toc-section\" id=\"4_Churn_Rate\"><\/span><b>4. Churn Rate<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The churn rate is a critical metric. This measurement is the percentage of customers lost to the business. It\u2019s a metric that directly impacts growth. A high churn rate would mean the company is losing its customers faster than it is replacing them.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Churn is essentially a calculation, with the percentage rate arrived at by analyzing data over a set period of time. It\u2019s found by dividing the number of customers lost over the period by the total number of customers at its beginning.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In most cases, it&#8217;s found that companies lose around <\/span><a href=\"https:\/\/www.zippia.com\/advice\/customer-retention-statistics\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">10-25%<\/span><\/a> <span style=\"font-weight: 400;\">of their customers yearly, but anything more than that is alarming.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By understanding churn and its impact, marketers can implement targeted retention initiatives.\u00a0<\/span><\/p>\n<h4><span class=\"ez-toc-section\" id=\"Reducing_Churn_through_Targeted_Marketing_Initiatives\"><\/span><b>Reducing Churn through Targeted Marketing Initiatives<\/b><span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Reducing churn should always be a priority. Good customer retention drives business growth. A good marketing strategy will include the provision for targeted \u2018win-back\u2019 campaigns with personalized emails to encourage engagement and loyalty schemes that have value incentives.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another low churn tactic is to focus on retaining only the best customers rather than everyone. This could be done by offering a reduced rate for an annual subscription or extending customer support and other initiatives that provide customer value over the long term.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span class=\"ez-toc-section\" id=\"5_AI_chatbots\"><\/span><b>5. AI chatbots<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><a href=\"https:\/\/botsify.com\">AI chatbots<\/a> play a vital role in boosting customer experience. When a user visits your website, store, or social homepages or profiles, they bear the time-consuming human agents&#8217; responses which makes the users particularly intense or sophisticated, this is where AI chatbots come into the market and make the customer experience on scale at no cost.<\/p>\n<p>Artificial intelligence is also playing a vital role in enhancing the customer experience, there is a new tool that is making CX more impactful and that is <a href=\"http:\/\/voiceai.botsify.com\">VOICE AI<\/a>, when a user interacts with the VOICE AI agents, the users feel like talking to real human agent which is operated based on AI and open AI.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-8686\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/03\/Voice-AI-1024x472.jpg\" alt=\"Voice AI\" width=\"1024\" height=\"472\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/03\/Voice-AI-1024x472.jpg 1024w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/03\/Voice-AI-300x138.jpg 300w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/03\/Voice-AI-768x354.jpg 768w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/03\/Voice-AI-1536x707.jpg 1536w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2024\/03\/Voice-AI.jpg 1909w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h3><span class=\"ez-toc-section\" id=\"6_Customer_Lifetime_Value_CLV\"><\/span><b>6. Customer Lifetime Value (CLV)<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">CLV is another critical customer experience metric. It helps businesses understand their customer&#8217;s lifetime value by considering the expected total revenue their extended customers would likely bring in.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CLV<\/span><span style=\"font-weight: 400;\"> measures their worth. CLV insights help with decisions around allocating resources to retain high-value customers and optimizing campaigns to target segmented high-value customers without incurring costs higher than their lifetime value.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CLV, therefore, provides insights into future revenue streams and facilitates informed decision-making regarding product development, pricing, and customer support.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span class=\"ez-toc-section\" id=\"7_Website_and_APP_Engagement_Metrics\"><\/span><b>7. Website and APP Engagement Metrics<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">These key metrics, including bounce rate (BR), analyze user behavior. They provide insights that reflect the performance of the content, page, or platform. BR measures how many users leave a site after viewing just one page, a behavior that could signal issues with the content or the page\u2019s usability.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another useful digital metric is time on site (TOS). It measures the duration of each user&#8217;s visit, revealing their engagement with the site. A longer duration signals satisfaction with the content and the website or app\u2019s performance.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These metrics help identify the best-performing content and user habits and preferences. The insights can help refine and fine-tune strategies for better customer success.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Apps have several useful metrics that analyze many aspects of the user experience. These include:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">the number of daily and monthly active users<\/span><\/li>\n<li><span style=\"font-weight: 400;\">the user journey through the marketing funnel<\/span><\/li>\n<li><span style=\"font-weight: 400;\">session frequency<\/span><\/li>\n<li><span style=\"font-weight: 400;\">session depth in relation to user interests<\/span><\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"8_Social_Media_Engagement_and_Sentiment\"><\/span><b>8. Social Media Engagement and Sentiment<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Likes, shares, and comments on social media provide the marketer with valuable first-stage insights into how well content is performing with its intended audience. However, to understand exactly how well content resonates, a deeper analysis that leverages sentiment is required.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sentiment analysis involves using AI and natural language processing (NLP). Its focus is on establishing the attitudes and emotions behind brand mentions. It categorizes conversations as either positive, negative, or neutral, producing quantitative data. As such, the metrics paint a comprehensive picture of the user experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By using engagement and sentiment metrics together, marketers are able to identify which content draws meaningful reactions, addresses customer concerns, and strengthens brand loyalty. By making informed data-driven decisions, they can adapt strategies quickly and effectively.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span class=\"ez-toc-section\" id=\"9_Feedback_and_Review_Analysis\"><\/span><b>9. Feedback and Review Analysis<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Feedback and reviews are among many important CX metrics. They can provide insights into customer preferences, sentiments, and pain points. It&#8217;s all about gaining access to valuable data to identify the target audience and their overall journey.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><span style=\"font-weight: 400;\">To gather those details, you may use various methods, including social media monitoring, surveys, and review aggregation. It&#8217;s also vital to utilize analytics tools, including natural language processing and sentiment analysis, to arrange unstructured data.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Categorizing feedback based on urgency, themes, and impact can inform data-driven decisions, enabling you to optimize customer support, refine product features, and personalize marketing communications.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span><b>Conclusion<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Knowing how well customers enjoyed their interaction with a business is vital since customer satisfaction is the main driver for repeat business. It builds marketplace visibility, a critical factor in long-term growth and success. The metrics reveal how much effort the user needed to complete tasks, such as making an inquiry or completing a purchase. They also highlight who the audience is, its habits and interests, and its lifetime value to the business. Using these metrics makes it easy to gather before and after data that helps assess the impact of campaign elements and judge how well content is resonating. Used collectively, the metrics paint a comprehensive picture of a business&#8217;s customer satisfaction, with data gathered from various perspectives from various sources.<\/span><\/p>\n<section class=\"bt-blog-inline-subs-wrap\">\n<div class=\"bt-blog-inline-subs-inr inline-subs-v3\">\n<h3><span class=\"ez-toc-section\" id=\"Are_You_Ready_To_SkyRocket_Your_Business_With_Our_AI_Chatbots\"><\/span>Are You Ready To SkyRocket Your Business With Our AI Chatbots<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Click The Button Below And Gather Quality Leads With Botsify<\/p>\n<div class=\"inline-subs-cta\"><a class=\"bt-glb-btn\" href=\"\/book-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Book Now!<\/a><\/div>\n<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Learn about Important Customer Experience Metrics to Form an Effective Strategy Image Source You can&#8217;t shape an effective marketing strategy without deeply analyzing customer experience &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/\"> <span class=\"screen-reader-text\">Customer Experience Metrics to Help Your Marketing Strategy<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":185,"featured_media":8758,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,9,761],"tags":[773,776,772,771,151,775,105,779,769,780,770,778,774,777],"ppma_author":[373],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Experience Metrics to Help Your Marketing Strategy - Botsify<\/title>\n<meta name=\"description\" content=\"Digital marketers must track various customer experience metrics to improve their campaigns. Discover the metrics that matter the most.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/botsify.com\/blog\/customer-experience-metrics-to-help-your-marketing-strategy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience Metrics to Help Your Marketing Strategy - Botsify\" \/>\n<meta property=\"og:description\" content=\"Digital marketers must track various customer experience metrics to improve their campaigns. 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