Chapter 12
The Customer is Always Right: Measuring Your Customer Success
In This Chapter
Establishing if your customers would recommend you
Understanding customer satisfaction and loyalty
Working out how valuable your customers are to you
Quite simply, business success depends on your ability to attract customers and keep them happy over the long term. Of course, not all customers are the same. Chances are they don’t all buy the same product or service and they almost certainly experience different levels of service depending on who they happen to deal with on the day, or whether your online purchase system crashed just as they were about to complete their order.
Some customers may love your customer service and attention to detail, some may think it needs work. Some customers may love your prices where others don’t really care about the cost because they are fully focused on the quality. This variability means that measuring how your customers feel about your business can often seem an overwhelmingly messy and daunting process.
But it doesn’t need to be. The KPIs detailed in this chapter will help you to measure your customer success which will in turn predict your business success. ...
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