BlueOcean

OCTOBER 6, 2020

Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success. Is your partner focused on metrics that help you assess and elevate customer loyalty or promotion and advocacy? How do those NPS and CSAT scores look?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ijgolding

MAY 20, 2015

Customer Service has always been part of their DNA, culminating in the production of the book ‘Exceeding Customer Expectations: What Enterprise, America’s #1 Car Rental Company, Can Teach You about Creating Lifetime Customers’ in 2007. Most of all, I TRUSTED them. Lets us fast forward to May 2015.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

BlueOcean

FEBRUARY 7, 2019

For example, at first glance, an hour-long phone call with a customer that doesn’t result in first call resolution or a sale appears to be a high-cost, low-efficiency interaction. If that call was cut off at two or three minutes in the name of low AHT, an important opportunity to provide exceptional customer experience would have been lost.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Totango

APRIL 23, 2019

As such, being able to accurately calculate your renewal rate gives you insight into your customer success team’s performance. Customer expectations are higher than ever, and if you can’t deliver lifetime customer value, then a relationship you’ve worked hard to build may just end in churn. They need to cut costs.

How To 70

How To Effort Score Lifetime Customer Customer Success 70