Clearly define your goals
Why do you want to measure customer engagement? uk business email list Start with a clear purpose so you can better organize your efforts.
Perhaps you want to improve your customer care performance. Or maybe you want to track the effectiveness of a specific campaign. You might even perform customer engagement analytics to improve the omnichannel customer experience.
Your customer engagement metrics can inform various aspects of your business. Make sure you go in with a clear goal so you can extract the insights that matter.
Identify key engagement metrics
With so many engagement metrics available to track, it’s easy to lose sight of what you need to measure. Narrow down your efforts to focus on the right metrics for measuring customer engagement.
This will depend on the purpose of your analytics. For instance, if you’re looking to improve customer care, you’ll want to look at metrics like CSAT and response time. If your goal is to enhance the omnichannel experience, your CES will give you the insights you need.
Collect data from the right sources
The quality of your insights depends heavily on the sources you use. Collect data from multiple sources to get comprehensive insights. This will give you a deeper, more accurate understanding of your customer engagement.
Go beyond your website and native social media analytics. Make the most of third-party analytics tools to get the data you need. Surveys and customer support interactions can also provide you with valuable qualitative insights.