BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Fighting the Cost Center Mindset.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

OCTOBER 4, 2021

Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

BlueOcean

OCTOBER 4, 2021

Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

SurveySensum

JULY 14, 2020

Also, his first book, ‘The Ten Principles Behind Great Customer Experiences’, won the CMI’s Management Book of the Year and is becoming the only book on its topic to win a major award, and the second book, ‘The Grid’, was shortlisted for 2019’s Management Book of the Year. . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132