Determine the CX

How to determine and improve the CX of your business?

Even your most tangible business idea could turn out to be a hopeful imagination without a great CX. A great CX makes your existing customers renew and direct their friends to your business. You could feel like writing a poem about CX, but practicality is the ultimate determining factor that decides the CX of your business.

The CX stands for customer experience. It is determined by the value provided to the customers. The customer experience needn’t be limited to the exchange of products or services. It also stands for normal business exchanges or customer conversations.

How important is CX for your business?

When it comes to statistical analysis, the Customer experience is a better metric for evaluating business growth than even an SAP index. The following graph enumerates the given effect.

Roughly, there is a 79% growth difference between organizations with great and mediocre levels of CX.


In-order to improve your financial returns, creating and diverting customer goodwill is a positive step that creates faster revenue growth and positive customer experiences.

Industry on the large also seems to be moving on the way to improved customer service. Customers are also expecting consummately higher levels of customer experience by default.


Determine to improve on your Customer Experience

Unlike sales or website traffic, your customer experience is a metric that’s tough to evaluate or quantify. With your customer interactions being continually evolving, there isn’t really a single metric that covers everything concerning your customer experience.

In short, it can’t be simply a once set-and-forget metric. Then if it can be measured, what’s the possible scale to achieve this result.

Ideally, your customer experience is a metric that needs to be continually monitored and improved upon. The secret is the continuous tracking of exchanges with every prospective customer.

Meanwhile, it also allows you to continually monitor and manage your specific business centered goals.

Calculate and manage your Customer referrals

According to stats, the 10 % of your satisfied customers will get your successful referral sales.

You need to focus on providing premium prices, cost structure, new loyalty programs and rapid new promotional offers.

You are required to continuously consolidate and move with all CRM requests and queries.

This requires you to create referral programs that can address your specific user base. If you are just sporadic at invoking your existing customer interest, your final sales can also be occasional in nature.

For this, your new customer base requires you to nourish new customer experiences.

Manage and Evaluate your Customer Service

As you may already know, managing customer queries and responses is a significant part of every direct business-customer relationship. It’s also one of the fastest ways to improve your customer experience.

When it comes to query management, there are numerous metrics that rule the roost – issue resolution time, query time lap, return queries, drop-off ratio etc. Essentially, all these determine whether you are able to receive and manage customer resolutions on the fast track.

This could be achieved by managing all customer conversations through a single window. This helps you to keep track of all ongoing conversations and track customer exchanges.

A ticketing system gives you a comprehensive way of managing all the customer queries.

Learn more about dramatically cutting down on your response time and improving your customer experience.

If you are lacking a systematic process, you may not have a regular way of tracking or following your current problem resolving status.

Create, recognize and improve your brand value

According to studies, a business possessing brand value can start from a high ground of setting and improving your customer experience.

In overtly simple terms, brand value is an accumulation of previous customer exchanges. If your business has built or is at the right track of building a brand, it means that you are providing consistent value to your customers.

As your business needs a series of positive exchanges to derive a higher brand value, you need a systematic value for customers.

In this, the automatic customer value can determine the value of your customer’s happiness. If you are able to determine your customer happiness, they will be automatically able to increase your customer satisfaction.

A brand value can be easily evaluated and valued by a number of determining factors – such a positive mentions on business platforms, business traction on different platforms, etc.

Collect Customer Feedback’s to improve your products

In hindsight, managing customer responses and improving your responses can form only a primary aspect of customer experience.

More importantly, it’s the critical customer improvements that help you bring together your service improvements.

Rather than having product iterations to drive your improvements, a customer feedback loop is better suited to review and improve your customer experience. If you can have a more consolidated feedback loop, it will also lead to improved customer satisfaction.

It lets you potentially shorten your learning cycle associated with product development.

A customer feedback management platform lets you shorten your learning cycle. This also helps you improve your existing process to derive a better customer product life-cycle.


Some businesses think that improving CX is trying to influence continually swaying customer opinions in their favor. Instead, it’s a way to improve your product and customer relationships on the whole. Your customer experience is a metric that needs to be continually monitored and then improved upon.

Get Kapture CRM, an effective tool to create a better platform to manage your business.


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