For any business, public or private, it is the primary goal to not only meet customer and user expectations but to exceed them. One of the best ways to find out how your business can improve is through measuring the customer experience (CX).

Three benefits of measuring CX

1.Customer Lifetime Value

For most businesses, the goal is not the quick win, but the best methods to extend and improve the lifetime value of each customer. With an OMBEA ExpressPod, you can find the best way to increase customer lifetime value. It is sometimes difficult to gauge what keeps a customer returning due to the fickle nature of consumers.

2.Brand ambassadors

One of the best marketing strategies for your business is letting your customers do the hard work for you. Of course, it will take commitment to create consumers who not only like your retail brand but help them to become brand ambassadors that will recommend you to others.

3.Address underlying problems

So often, a single measure will showcase positive results, but sales performance and footfall may suggest a bigger problem. Finding that missing link can be difficult. Instead of measuring just one transaction all of the time (e.g. point-of-sale service), you can locate your touchpoints across your business and ask deeper questions to find the root causes of the problems.
Unfortunately, measuring customer experience has always been a challenge for organisations, particularly in the retail sector. How do you measure CX when the goalposts keep moving? Retail is no longer a case of buying an item; it’s an experience for customers. CX for retailers now includes offering free WiFi, contactless payment to click and collect and immersive individualisation, and once you improve the experience, it needs to be maintained.
 
Fortunately, OMBEA ExpressPpods make it easier to measure your vital customer experience indicators, so that you can reap the rewards of measuring CX.
 
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