Great Infographic: Customer Success Metrics & Equations

You might think that you’re doing everything right when it comes to providing outstanding CX, but how can you be sure? This infographic by Mindtouch explores some techniques for measuring your success with customers. It begins by giving examples of what customer success looks like, such as having customers who are brand-advocating experts. The infographic then goes on to detail how metrics such as churn rate and Customer Effort Score (CES) reflect your business’s customer success. It’s important to make things as easy as possible for the customer, as 45% of customers are likely to abandon their purchases if they can’t find quick answers to their questions. This infographic is great if you want to acquire a better understanding of just how good your business is at delivering quality CX.



Matthew is the Lead Author & Editor of CXperience Blog. Matthew established the CXperience blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Customer Experience.