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 ). Total Value Returned Rate is a key metric that also has to be tied to customer retention. How do those NPS and CSAT scores look?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

BlueOcean

FEBRUARY 7, 2019

The more loyal those customers are, the more they buy. With that in mind, it’s clear that the quality of your customer experience is directly correlated with Lifetime Customer Value. (We We discussed the LCV metric in more depth in our recent blog post, The True Cost of Losing a Customer.). Sound complicated?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Wootric CX Blog

MAY 12, 2020

As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. To make the most of your time and energy, we’ve put together this list of things SaaS businesses should know before they dive into the NPS world. Wait, what is NPS exactly? Have questions?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98