BlueOcean

OCTOBER 6, 2020

Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ). Interestingly, Gartner studies show that as of right now, channel switching isn’t hurting customer loyalty – but how long will it stay that way?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Bold360

MAY 26, 2020

By definition, one or two touchpoints in isolation do not make a customer experience: CX is made up of all the touchpoints across all the channels (i.e., omnichannel engagement) across the entire customer journey. Why is Customer Experience (CX) so important?

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

SurveySensum

JULY 14, 2020

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. He founded Feedbackly, a customer feedback software in 2012, and CXForum, a CX network CX of CX professionals and companies to bring knowledge and methods together to create better experiences unconditionally in 2019. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

JULY 26, 2021

CX Metrics are the KPIs used by a company to track customer feedback. Here are some popular CX metrics – Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES). While focusing completely on customer experience may appear to be more work, it is well worth it.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11