As we said before, the work of a company that focuses on Customer Centric does not end when a sale is closed. Monitoring the performance of your strategies is vital to ensure that your customer remains, in fact, satisfied with the service and/or product offered.
Use feedback to improve
In addition to monitoring the performance of your venezuela phone number data strategies regularly, you should keep up to date with the feedback provided by your customers. Based on this feedback, you can establish constant improvements to your service.
What are the main metrics of Customer Centric work?
Don’t think that the work ends when you start executing a strategy with the consumer experience at its core, quite the opposite!
It is essential to stay focused on that same goal: loyalty. To do this, you need to monitor the performance of your strategies to achieve this goal.
How? By using some metrics that can indicate whether your planning is, in fact, efficient and, if not, what is needed to improve.
To make your job easier, we have listed the main metrics you should keep an eye on.
Cancellation rate or Churn Rate
One of the most feared expressions for any founder of simuran consulting administrator is Churn , which represents the cancellation of a service or contract.
There is no point in attracting new customers in large numbers if, on the contrary, other customers are abandoning your business, generating a high churn rate.
Lifetime Value (LTV)
Another important metric to monitor closely is Lifetime Value (LTV), which measures your company’s earnings relative to a specific customer.
Net Promoter Score (NPS)
To measure the level of satisfaction of your consumers, one of the most used metrics is the Net Promoter Score (NPS).
The idea of this tool is to decipher the percentage of satisfied and dissatisfied customers by organizing
Which companies are examples of Customer Centric?
Curious? Find out below!
McDonalds
By investing in customer-centric strategies, the famous American fast food chain better understood what its consumers were looking for.Whether through its actions on social media or t cmb directory hrough in-depth research into
Hilton Hotels & Resorts
The Hilton hotel and resort chain has begun investing in customer loyalty programs, with campaigns that award points to those who use the company’s services.eady satisfied with the service offered, Hilton managed to generate even more value for its brand, and focused on providing the best possible experience for its consumer.