Tech issues, even small ones, can have an enormous impact on a company’s ability to consistently deliver a positive customer experience. Frustrated customers today have no problem taking their business elsewhere, and they’re likely to tell others about their experience. A complaint that years ago would have been aired to a small circle of family and friends can now easily reach thousands (maybe millions) via social media outlets, such as Twitter.
To better understand customer experience, it is important to track certain key performance indicators (KPIs). By closely monitoring these KPIs in real-time, companies can spot service degradations and possibly preempt their impact on customers. This slideshow features the top five KPIs to watch, as identified by Empirix.
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