What are customer engagement metrics?

2 min read

While many businesses pay close attention to current and historical sales metrics when making forecasts, customer engagement metrics are often forgotten about. But without understanding how consumers experience and interact with your products, it is all but impossible to predict future revenue in a meaningful way.

Let’s explore this important piece of the puzzle in more detail.

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An Overview of Customer Engagement Metrics

Customer engagement metrics help businesses to accurately understand how consumers interact with a product or brand and how satisfied they are with those interactions.

For example, while click-through rates (CTRs) can indicate that consumers are interested in a brand’s marketing content, it doesn’t provide the additional context regarding precisely how or why consumers are relating to that content.

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Why should I monitor customer engagement metrics?

According to this Forbes article, 80% of consumers believe that experiences a business offers are as important as the services or products they provide. So, the experience you offer your customers can have a huge impact on their decision-making process.

When businesses understand how to accurately measure this relationship, they are better able to:

1. Accurately anticipate adjustments in market behaviour and shift their strategies accordingly.

2. Understand the buyer’s journey and identify key purchasing motivators.

3. Nurture deeper relationships with customers.

Which customer engagement metrics should I measure?

There are a range of customer engagement metrics that can be measured and a data analysis company such as https://shepper.com can help you to decide which can deliver the most value for your business.

Here are some of the most universally valuable customer engagement metrics:

1. Customer Satisfaction Score (CSAT)

This metric tracks levels of client satisfaction with a brand interaction or purchase.

2. Net Promoter Score (NPS)

This measures the overall level of satisfaction consumers have with a business, making it a slightly more generalised metric than CSAT.

3. Feature Usage

This metric monitors the ways in which users interact with a specific feature and how often.

Customer engagement is focused on the relationship a brand has with its ideal demographic and can help you connect with your audience in more meaningful ways.

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