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TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetimecustomer value potential. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.
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 LifetimeCustomer Value. Obviously, the cost of losing a customer isn’t as simple as the loss of one particular sale or the associated make-good.
TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetimecustomer value potential. Its worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.
How do we use that data to improve the customer experience? We get it; earning executive buy-in on the decision to outsource your contact center usually includes a discussion about ROI. But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. Sound complicated?
Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customercare operations in a telecom set-up. LinkedIn : [link].
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