HOW TO DO AN IN-DEPTH CUSTOMER EXPERIENCE AUDIT

Summary from the TLDR Marketing newsletter

A CX audit involves analyzing every touchpoint from initial contact to post-purchase and identifying areas for improvement to enhance satisfaction and loyalty. It also helps prevent customer losses, as even a single negative experience can deter 45% of customers from making a purchase. An effective audit requires a skilled, cross-functional team, clear objectives, appropriate tools, and a detailed analysis of all customer interactions. The insights gained should then be linked to business metrics.