Qualtrics Launches Framework Tying Sentiment to Sales

Experience management platform Qualtrics has launched a framework measuring how a customer's digital experience across an organization's web site, mobile apps, digital marketing and social media channels impacts how much they spend.

SAP-majority owned Qualtrics provides solutions for clients to continually assess and improve the four 'core experiences' - CustomerXM, EmployeeXM, ProductXM and BrandXM. The new Digital Experience Metrics (DX Metrics) framework, which has been built into CustomerXM, includes a set of questions that measure three aspects of any digital experience: emotion (measured through customer satisfaction), effort (measured by how easy or difficult was it to complete a task) and success (measured by task completion).

According to recently research conducted by Qualtrics, increasing a customer's satisfaction score can boost their spending by up to 37%, whereas reducing the effort needed to complete a task online, can lead to a 23% increase in spend. This approach can help companies benchmark and compare their metrics against similar organizations in their industry. It also includes dashboard templates and recommendations to help marketing and product execs understand how certain factors, such as the account creation process or web checkout user experience improvements, impact customer sentiment the most, and which actions they can take to improve each factor.

Brad Anderson (pictured), President of Products and Services, comments: 'Creating great experiences, even in traditionally impersonal digital channels, is a critical differentiator for every business today. Digital Experience Metrics connect customer sentiment to financial impact, helping organizations understand how investing in better digital experiences based on individual feedback can impact their bottom line'.

Web site: www.qualtrics.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.