BlueOcean

OCTOBER 6, 2020

Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. 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 ).

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

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 2019 Measurement 219

BlueOcean

JANUARY 8, 2019

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 Lifetime Customer Value. Obviously, the cost of losing a customer isn’t as simple as the loss of one particular sale or the associated make-good.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service Social Media 299

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

BlueOcean

DECEMBER 10, 2019

We also published loads of content to share our insights and experiences in the world of customer care. The True Cost of Losing a Customer. Did you know it can cost five times as much to acquire new customers versus retaining existing ones? Are You Using 1999 Metrics to Measure 2019 Customer Care?

2019 31

2019 Blog Contact Center Customer Service 31