BlueOcean

FEBRUARY 7, 2019

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.). Data is the GPS Mapping Your Customer Experience.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

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

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

Wootric CX Blog

MAY 12, 2020

So you’ve been reading up on Net Promoter Score. Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Here’s a look at how you can customize segments in Wootric.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

Totango

MAY 23, 2019

Forging a responsive, proactive relationship with your customers is beneficial for every stage of the customer journey. The renewal and upsell phases of your customer success journey should be a discussion rather than a last-minute effort to generate additional revenue. Upselling is an outcome.

Customer Success 78

Customer Success Effort Score Customer Centricity How To 78

Totango

JULY 30, 2019

To put it another way, customer success is focused on the overall customer journey and the search for lifetime customer value , while customer experience is focused on all the interactions a client has with your company. . Customer Experience vs Customer Success: A Valuable Partnership .

Customer Success 78

Customer Success Customer Experience Lifetime Customer Effort Score 78

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 73

How To Effort Score Lifetime Customer Customer Success 73