Customer health score: 8 steps to implement this metric in your company
It consists of a detail, objective analysis of the company bas on figures. Studying market share, strategy, processes, customer portfolio and everything that influences competitiveness steps to implemen .
It is about finding the key metrics to define the quality of the relationship with the customer. Some of them may be: the number of complaints receiv in a defin period, the repurchase steps to implemen rate, new customers who arrive through a recommendation from a family member or friend (NPS indicator), customers who are motivat by offers, frequency of use, purchase quantity, interaction on social networks, among otherssteps to implemen .
Select a maximum of 6 metrics , so that it does not become unmanageable and once these criteria are defin, you will have the basis to implement the customer health score.
Monitor the defin metrics, cross-referencing them with possible causes or relevant events, such as: seasons of the year (in the case of products with seasonal demand), offers and all information that may influence the variations.
Give a weight to each criterion
Depending on the company, some criteria will be more important than others. For the purposes of measuring consumer health, the criteria must be weight, giving a weight corresponding to their importance.
For example: criterion 1 could be that the customer reacts or interacts on social mia, it will be evaluat from 1 to 5 and will be weight 10 points. Criterion 2 could be that the customer buys again, it will be evaluat from 1 to 5 and will be assign a weight of 30 points. In this way, it is understood that for this company, repeat cambodia telegram data purchases have a great meaning in the relationship with the customer.
5. Evaluate these criteria in clients
It refers to the evaluation of the client portfolio what is the open rate in email marketing and how to increase it? under defin criteria, with the aim of obtaining results that can subsequently be categoriz and analyz.
6. Categorize customers
To make it easier to analyse the results, you can create categories with the same numbers or even in a more didactic way, such as symbolic categories, stamps, trophies or levels.
Study the results of the categories
finding possible solutions to negative findings and opportunities for categories with positive results.
Analyze, individually and in detail, the critical cases that you identify. With these analyses, you will be able to make better decisions and carry out action plans that benefit the customer aleart news experience, the customer steps to implemen health score and the competitiveness of your company.
8.
Implement this indicator to measure internal and external healthcare customers. According to research by the firm KPMG , companies that invest in their employees’ experience see three times more growth in profits, ruce absenteeism steps to implemen by 50% and experience a 3% increase in revenue. They also ruce the accident rate by 62% and turnover by 18% .
You’re now closer to improving your relationships with your internal and external customers! Learn how Zendesk is transforming the customer experience in 2020 . We are a CRM company that offers support , sales , and customer engagement products design to improve customer relationships.