CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Also, how do your customer retention numbers look? NPS might not be telling the whole story.

Metrics 88

Metrics NPS Trends Financial 88

CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Also, how do your customer retention numbers look? NPS might not be telling the whole story.

Metrics 80

Metrics NPS Trends Financial 80

Wootric CX Blog

AUGUST 4, 2020

Divided by… How many new customers you gained in the same given time period. Customer Retention Cost (CRC). The cost of serving the customer is often overlooked in CLV calculation. The average customer lifespan is calculated in months. Ask your most loyal customers for support.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Wootric CX Blog

FEBRUARY 14, 2019

She counsels leaders and teams responsible for customer outcomes by designing stronger organizations and guide cross-functional teams to leverage mutually beneficial opportunities with an advanced understanding of the customer journey, sales, product marketing, and operations. It’s in that moment that you win a customer for life.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67