How can companies go beyond traditional metrics like customer satisfaction scores and retention rates to measure the success and impact of their CX competency programs on customer loyalty and brand advocacy?

Companies can go beyond traditional metrics by incorporating qualitative feedback from customers through surveys, focus groups, and social media monitoring to gain deeper insights into their experiences. They can also track metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES) to measure customer loyalty and advocacy. Additionally, companies can analyze customer lifetime value, referral rates, and customer engagement metrics to assess the long-term impact of their CX competency programs on brand advocacy. By combining both quantitative and qualitative data, companies can gain a comprehensive understanding of how their CX initiatives are impacting customer loyalty and advocacy.