Marketers talk a lot about “customer experience,” but what does it really mean? And how do you measure it? An emerging trend is marketers’ using attention metrics to hold themselves accountable for delivering the types of experiences that capture people’s interest. Those metrics look beyond solely the quantity of visits or impressions and to the quality of those engagements and the depth to which content is consumed.
Twitter co-founder Ev Williams summed up this dilemma perfectly: “We literally say one company or service is bigger based on a single number—specifically, number of people who have used it in the last 30 days. Even without getting into how use is defined, this is dumb.”…
15 Stats to Make You Rethink How You Build Customer Engagement and Sales
