Let’s start with the most obvious metric: conversion rate.
Conversion rate is the ratio of the number phone number data of visitors who complete a specific action on a site to the total number of visitors.
Of course, this rate can also be applied in other areas than the website. We can make the ratio of the number of offers won to the number of offers sent.
When it comes to websites, we often consider visitors who perform a specific action. That is, fill out a form or buy a product, for example.
The conversion rate is important for the BtoB customer experience because the purchasing cycles are extremely long. A successful customer experience will therefore drastically increase the conversion rate. This makes it a choice indicator to measure your progress over the long term.
The Net Promoter Score is a standard indicator for gauging customer satisfaction. It is a score, often out of 10, evaluating the likelihood that a customer will recommend you to one of their friends/colleagues/relatives/etc.
The Net Promoter Score therefore allows you to know whether your customers promote your brand to those around them or not. Of course, an optimized customer experience increases the NPS significantly.
The retention rate is well known. It allows you to gauge the proportion of your customers that you keep or who are loyal to you. Of course, a high retention rate is an undeniable guarantee of growth; even if it is inevitable that some customers will leave you.
Customer experience has a big impact on retention rates, especially when things don't necessarily go as planned.
A quality customer experience can make you forget minor or even major inconveniences.
The best example is certainly Amazon. Indeed, the group allows its customers to return purchased items for free within 30 days, even used ones. It goes without saying that receiving a defective item is much better experienced when it is replaced quickly and free of charge!