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The Complete Retail Customer Experience Guide

InMoment XI

Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace. Consumers can quickly become lifetime customers and brand advocates when they have continuous positive experiences with a brand.

Retail 260
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Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

BlueOcean

True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. And a partner can make decisions with a comprehensive understanding of what’s important to your organization and your customers.

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

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Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

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
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Measuring Customer Service Performance: Lifetime Customer Value

CSM Magazine

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.

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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

Since then, he has helped dozens of companies in conducting meaningful business insights, designing and engineering CX, optimizing Customer Service Excellence, Voice of Customers, NPS, Analytics, CX Strategy & Frameworks. She is a trusted industry voice for guidance on emerging contact center channels and technologies.

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What Is the Customer Life Value & Why Your Call Center Should Focus On It!

NobelBiz

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.