It’s your job as a salesperson or marketing professional to get to know your customers. If you want to give your customers what they want, you need to understand how they want it delivered and how often. This can be done by measuring the impact and KPIs of customer engagement programs. This post will explain how you can measure customer engagement metrics, and KPIs to make it happen.
Customer satisfaction is the level of customer satisfaction with your products and services. This is measured by asking customers to rate the experience on a scale from “very dissatisfied”, to “completely satisfied”. Customer satisfaction is an important indicator of future and current loyalty. You want to keep loyal customers and also attract new ones. It is essential to ensure that your customers are satisfied at all times.
Net Promoter Score
Net Promoter Score is a method to measure customer loyalty. NPS is a rating system that asks customers to rate their likelihood of recommending your business to others on a scale from 0-10. Zero is not possible. You can divide them into passives, promoters, and detractors. Supporters score 9-10 on the 11-point scale. They are loyal to your product/service and will tell others about it. Promoters often answer the question of why they support your product/service. Passives score 7 and 8 on the 11-point scale.
These customers love what you have to offer, but they only recommend your services. Your business is performing well, so there aren’t any major complaints. Six or fewer detractors are on the eleven-point scale. They don’t like what you offer so much they won’t buy from your company in the future, even if you give them something for free.
Customer retention refers to the percentage of customers who continue to use your product/service in the future. The retention rate is the ratio of the number of customers who continue to use your product/service and the total number of customers. The percentage of customers who continue to use your product or service will affect the retention rate. It can vary depending on industry and type. A company selling clothing will have a higher retention than one that sells software, because clothes can be worn multiple times.
First Week Engagement
First-week engagement measures your customers’ engagement within the first week after they use your product. This KPI can be calculated by dividing the users who have completed the onboarding/user-experience flow by the total number of users. The result is first-week engagement. You can further break this down into two KPIs: user retention and first-time completion rates. These measures measure whether users continue to use your product over time. This number can be obtained by companies using their app to track an event. An triggered event indicates that someone has completed their onboarding process and created the calculations. Some platforms offer advanced analytics tools that let you track events within the forum, without having to integrate any code. To improve first week user retention, you need to find out what is causing people to abandon the product once they sign up. This could be due to communication flaws or unclear messaging about the value they will derive from your product daily.
Engage with Social Media
Social media engagement can be used to measure customer engagement depending on the business vertical. This can be measured by how many people like, comment on, or share your posts. This will tell you how people feel about your content and how they like it. Let’s say you are receiving negative feedback on social networks. This can help you identify areas where your products and services could be improved. You should tailor your customer engagement metrics and key performance indicators to fit your business. However, some basic principles apply to all ventures. You must plan if you want to measure customer engagement’s success. You can generate more revenue by setting up the right KPIs early. This will ensure that your success is long-lasting.
What is the average time it takes for someone within my company to reply? This is a great way to gauge how long it takes for a person to engage with another. This will also let you know if there are any roadblocks or bottlenecks that need to be addressed. What number of customers are talking about our brand online and how many? How effective your social media efforts have been can be determined by the number of conversations online.
It also indicates how engaged people are in your brand. Are they returning to your business again and again? Are they referring friends to your business? How long do they spend on your site per visit? Let’s say that people spend more time looking at google search engine result pages (SERPs). You may need to have better content in those SERP listings. They may also enjoy what they see on other sites/brands.