From insights to impact: mastering metrics in Theydo
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Do you want to take your Journey Management game to the next level—becoming more mature and professional in reporting how your journeys are performing? Do you want to understand what you need to measure in your journeys?
Understanding the pulse of your organization's performance is crucial. And simply overseeing customer journeys isn't enough—organizations must strive to measure and show the impact of journey work, leveraging data-driven insights to navigate and optimize every step of the customer experience. This is where Metrics come into play, serving as the key element for successful Journey Management and organizational growth.
By visualizing quantitative data with Metrics, you’ll gain better context into what your customers are saying, track your organization’s progress towards goals, and identify where opportunities for improvement emerge. In this guide, we'll delve into the why, what, and how of creating the perfect Metric in Theydo, enabling you to better manage journeys, report back to stakeholders, and align qualitative insights with strategic objectives.
Why Metrics Matter
Metrics serve as a compass, guiding decision-makers in the right direction by offering tangible data-driven insights alongside qualitative journey insights. Whether it's tracking business performance, gauging customer sentiment, or evaluating operational efficiency, Metrics provide a holistic view of your organization's health.
By visualizing quantitative data, Metrics reveal patterns, trends, and anomalies that might otherwise remain hidden. Not only do they facilitate informed decision-making, helping organizations to identify areas of improvement and capitalize on strengths, they also enable better reporting, clearly demonstrating to stakeholders the value of journey-centricity.
Types of Metrics
Metrics come in various shapes and sizes, catering to different aspects of your business. In Theydo, you can categorize metrics into three primary buckets:
Business Metrics: These metrics encompass key performance indicators (KPIs) that reflect the overall health of your organization. Examples include Annual Recurring Revenue (ARR), Net Revenue Retention (NRR), and Growth Rate.
Brand Experience Metrics: Also known as Voice of the Customer (VoC) metrics, these indicators shed light on customer satisfaction and brand perception. Common examples include Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
Performance Metrics: Tailored to specific journeys, these metrics provide insights into the efficiency and effectiveness of your processes. These could include operational metrics like effort or service-level metrics relevant to contact center operations.
By incorporating a mix of these metrics into your journeys, you gain a comprehensive understanding of your organization's performance from both internal and external perspectives.
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Creating the Perfect Metric in Theydo
Now that we understand the significance of metrics, let's delve into the nitty-gritty of crafting the perfect metric in Theydo:
Adding a Metric: Begin by clicking the '+ Metric' button from within your Metrics library. Provide a concise title that captures the essence of the Metric.
Selecting the Source: Choose the appropriate source for your data, whether it's manual input, CSV upload, integration with Qualtrics surveys, or data from BigQuery.
Defining the Metric Type: Specify the type of Metric you're synchronizing to ensure accurate data representation.
Visualizing Data: Once data is synchronized, visualize it using the Metric graph. Adjust time frames and aggregation intervals to suit your needs.
Setting Targets: Customize target goals to track progress and gauge the health of your Metrics effectively.
By following these steps carefully, you not only populate your journeys with meaningful metrics but also lay the foundation powerful journeys with a mix of valuable quantitative and qualitative data.
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Adding Context with Metrics in Theydo
Once you've crafted the perfect Metric Card, the next step is to seamlessly integrate it into your Journey Management process. This involves attaching the Metric Card to either the overall journey or specific journey steps, each offering unique insights into your organizational performance.
When you attach Metrics to your overall journey, you gain a panoramic view of its health and performance. These journey Metrics serve as barometers, indicating the overall effectiveness and satisfaction level of your customers throughout their entire journey.
On the other hand, Metrics attached to journey steps allow you to zoom in on specific interactions within the customer journey. This detailed view helps you identify specific areas within each touchpoint that can be improved and optimized.
What sets Theydo apart is its ability to seamlessly integrate quantitative data with qualitative experiences. By juxtaposing Metrics with customer journey narratives, you breathe life and context into raw numbers. This synergy transcends traditional dashboard analytics, offering a holistic understanding of your organization's performance.
To add your Metric to a journey, simply click the 'Add Metric' button next to your journey title. Alternatively, for specific journey steps, create a metric lane and click '+ Metric' within the desired step. This process ensures that your Metrics are seamlessly woven into the fabric of your Journey Management strategy.
Maximizing Metric Value
The journey doesn't end once Metrics are incorporated into your journeys; it's an ongoing process of refinement and optimization. Long-term observation of metrics provides invaluable insights, enabling you to make informed strategic decisions and gain buy-in with stakeholders for continuous journey improvement.
Theydo's Metrics serve as more than just numbers on a dashboard—they empower you to use both quantitative and qualitative journey data to drive your organization's success. By creating the perfect Metric and using it to hone in on areas of improvement within journeys, you gain a competitive edge in today's business landscape that demands customer-centricity.