đ€ We all know millions of impressions sound impressive, but do these numbers tell the whole story?
đ€·ââïž The answer is no.
đ©âđ» We need to move beyond passive engagement (likes, views) and focus on active engagement (downloads, form submissions) and interactive engagement (in-person meetings).
đ Forget about traditional KPIs, focus on the KPIs that really gives us an overview of your customer experience!
2 Simple and effective focus:
đ Customer interactions : track how many times people engage with your marketing efforts across various channels, like email clicks, website visits, and social media interactions. This helps understand how well your campaign reaches and engages your audience.
đ”ââïž Customer experience : goes beyond just interactions. It focuses on how satisfied customers are with those interactions, including aspects like service quality, website navigation ease, and overall user experience. A positive customer experience is crucial for building brand loyalty.
đ Translated into key metrics :
1- Clicks that Count (CTR):Â Are your ads resonating? A high CTR shows your message is reaching the right audience.
2- Happy Customers, Happy Business :Â Track satisfaction through surveys and feedback. Loyal customers are your biggest advocates!
3- Turning Clicks into Conversions:Â This metric shows how well your omnichannel efforts drive sales. Every interaction is a step closer!
4- Lifetime Value Matters (CLV):Â Track the total value a customer brings over time. Your strategy should nurture long-lasting relationships!
5- Customer Engagement is Key (CES):Â Are patients actively interacting with your campaigns? A high engagement score means you’re on the right track!
6- Loyalty is Priceless (CLS & NPS):Â Track how many patients stay loyal and recommend your brand. Delighted patients are your best marketing tool!
Please share your thoughts in the comments!
Post inspired by “4 KPIs to measure ecommerce omnichannel marketing strategy” article
#omnimeasurement#CX #customerengagement
