Bold360

MARCH 20, 2020

Put simply, you need to go where your customers are (i.e., to their preferred channels) in order to create customer experiences that convert them into loyal, long-term purchasers. What should a company consider when creating its customer engagement strategy? 6x greater annual improvement in customer lifetime value (CLV).

Self Service 72

Self Service Customer Engagement Engagement Strategy 72

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. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Tricia Morris

MAY 26, 2015

If your brand focuses on consistent and authentic customer service and engagement both before and after the sale, a one-time customer can become a lifetime customer who also creates additional customers.

Sales 40

Sales Customer Service Poor Customer Service Social Media 40

BlueOcean

JANUARY 8, 2019

But if that interaction also results in a negative experience, the customer support experience can become the straw that breaks the camel’s back. Calculating Lifetime Customer Value. Obviously, the cost of losing a customer isn’t as simple as the loss of one particular sale or the associated make-good.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

CSM Magazine

JUNE 12, 2015

Can Any One Contact Center KPI Boost Customer Lifespan? There is no one contact center KPI that can totally predict a given customer lifespan. In certain companies, some customer service metrics are more relevant than others, but none come without their own limitations. Promoters are your moneymakers.

Lifetime Customer 40

Lifetime Customer Measurement Customer Service Effort Score 40

BlueOcean

OCTOBER 4, 2021

For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience. 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

For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience. 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

Kustomer

JANUARY 14, 2021

He’ll probably double click on that in just a second, but played in the call center space, knows customer service, dove into the sales space, really helped engineer and transform an inside sales team. Yeah, so I grew up in the outsource contact center space. So with that, Ed, thanks for joining. How are you, man?

Omni-Channel 81

Omni-Channel How To Multi-Channel Contact Center 81

Avaya

JUNE 18, 2018

Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Enhance Your Quality Assurance Program.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

NobelBiz

FEBRUARY 21, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

NobelBiz

FEBRUARY 15, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

SurveySensum

JULY 14, 2020

Her expertise in both technology and marketing gives way to refined capabilities in developing and implementing a transformational customer experience strategy that provides value and drives customer loyalty. She is a trusted industry voice for guidance on emerging contact center channels and technologies.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BlueOcean

DECEMBER 10, 2019

The True Cost of Losing a Customer. Did you know it can cost five times as much to acquire new customers versus retaining existing ones? That’s why calculating lifetime customer value is key to understanding the impact of customer service. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

Contact Center 31

Contact Center Customer Service Infographics Trends 31