InMoment XI

JANUARY 4, 2024

Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace. Consumers can quickly become lifetime customers and brand advocates when they have continuous positive experiences with a brand.

Retail 260

Retail Customer Experience Social Media NPS 260

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 ). How do those NPS and CSAT scores look? How do they compare to industry averages and the averages of other potential vendors?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Kayako

MAY 18, 2017

The results from both of these studies can be directly applied to support conversations to increase customer satisfaction and loyalty. Here’s another example of how customer journey insights can yield moments of delight and increase customer loyalty. The importance of customer journeys in delivering effective support.

Loyalty 89

Loyalty Customer Journey Exceptional Customer Service Lifetime Customer 89

CSM Magazine

AUGUST 31, 2018

A natural collection of Customer Journeys over the life of the customer relationship. Other common terms include: cradle-to-grave relationship, end-to-end relationship, customer for life experience, and lifetime customer connection. The Customer Journey.

Customer Journey Mapping 69

Customer Journey Mapping Customer Journey Net Promoter Score Culture 69

ProProfs Chat

DECEMBER 7, 2021

Customer lifetime value calculation also helps businesses in identifying the most valuable customer segments. The longer a customer spends on purchases from a brand, the greater the lifetime customer value becomes. Historical Customer Lifetime Value.

Metrics 52

Metrics Lifetime Customer Customers Customer Retention 52

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

Up Your Service

AUGUST 9, 2018

A natural collection of Customer Journeys over the life of the customer relationship. Other common terms include: cradle-to-grave relationship, end-to-end relationship, customer for life experience, and lifetime customer connection. The Customer Journey.

Customer Journey Mapping 45

Customer Journey Mapping Customer Journey Net Promoter Score Culture 45