Measuring Customer Service Performance: Lifetime Customer Value

CSM Magazine

Don’t we all wish that customers came with a lifetime guarantee? In that perfect world, customer retention would be at 100% and customer turnover would be zero. Can Any One Contact Center KPI Boost Customer Lifespan? Customer Effort Score (CES).

Gratitude – Important for Independence Day and A True Measure of your Service Warmth*

Wired and Dangerous

It is always important and never more so than in today’s tough economy to make sure customers know unmistakably that you do not take them for granted. If all your customers exited tomorrow (which they certainly could), how well would you fare the day after tomorrow?

Measuring ROI of Customer Centricity-Changes in Customer Value

CCO Council

Customer executives are regularly challenged to prove the value of their initiatives. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors. In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement.

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Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

ijgolding

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. I carried on as a happy Enterprise customer.

Top 3 Ways to Turn Customer Feedback into Customer Advocacy

AskNicely

Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel. Why Customer Advocacy? Increase Revenue — Loyal customers spend 67% more than new customers. Reduce Churn — Loyal customers stay with you longer.

Delivering Customer Experiences that deliver Value

CloudCherry

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? Merely investing in a Customer Experience Management tool doesn’t suffice.

Delivering Customer Experiences that delivers Value

CloudCherry

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? Merely investing in a Customer Experience Management tool doesn’t suffice.

Happy Holidays from Blue Ocean

BlueOcean

Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. Which Customer Service Predictions Came True from 3 Years Ago.

Help Customers on the Support Journey and up the Loyalty Ladder

Kayako

Think about your ideal experience as a customer. When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. Why is context missing from customer support journeys? Asking the customer less.

How to Create Customer Journey Maps That Work

CSM Magazine

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Journey maps may be created for various customer segments. They can be for internal and external customers.

Creating Customer Journey Maps that Work

Up Your Service

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Journey maps may be created for various customer segments. They can be for internal and external customers.

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

BlueOcean

And a partner can make decisions with a comprehensive understanding of what’s important to your organization and your customers. These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value.

Creating Customer Journey Maps that Work

Up Your Service

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Journey maps may be created for various customer segments. They can be for internal and external customers.

The Rise of the Customer Insight Business

CSM Magazine

Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. Customer closeness doesn’t happen accidentally. It’s as simple as that.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer-related decision making is now knowledge-based, replacing intuition and guesswork.

Sales skills every salesperson should master

LiveChat

The attitude you give out to a customer is the same attitude you will get back. If you love to sell, customers love you back. If you don’t like what you do, customers can see it, and they’re less likely to buy from you. One push too much and a customer can resign.

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