Customer Experience Measurements

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Customers have different expectations from your business. Their expectations on value, quality, responsiveness, and support vary. As a matter of fact, what is important to a business customer is different from what is important to a consumer customer.

A recent Gartner research shows that business and consumer customers value different experiences. This chart shows what the two customer groups rank as their top five experiences. Both place quality of products and services at the top. Business customers rank responsiveness as second most important whereas consumer customers put it in the fifth place. The other 3 most important experiences are different.

When measuring customer experience, many businesses focus on the obvious such as customer satisfaction with products and services, responsiveness, and so on.

To ensure you measure the right things, do ask your customers before diving in.

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