Four Ways to Measure Your Digital Customer Success Program | Episode 070

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.com
The Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registration
In today's show...
Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively.
In this solo episode, I break down four areas of focus for establishing KPIs in DCS:

1. Traditional CS Metrics
2. Marketing Campaign Metrics
3. Program Specific Measures
4. Attribution

Chapters:

• 00:00 - Intro
• 01:14 - News
• 03:04 - Measuring your Digital CS Program
• 04:28 - Traditional CS Metrics in Digital
• 06:57 - Marketing Campaign Metrics
• 08:31 - Digital CS Program Specific Metrics
• 10:44 - Attribution
• 12:09 - Examples of Measuring Attribution in DCS
• 17:04 - How do you action unengaged accounts/contacts?
• 20:18 - Recap

Enjoy! I know I sure did.

This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/

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The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

فصول

1. Four Ways to Measure Your Digital Customer Success Program | Episode 070 (00:00:00)

2. Measuring Digital Program Success (00:00:31)

3. Enhancing Digital Program Metrics and Results (00:10:44)