10 Articles Tagged CLV

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Brand-loyal to a fault: Brainwashing or persistently positive customer experience?

  • Laura Bassett
  • June 13, 2016 | 3 minutes to read
  • I was on a call the other day when my husband, a once avid runner looking to get started again, texted me a picture from…
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In the Digital Economy, the Human Touch Still Matters

  • Richard Spence
  • May 10, 2016 | 3 minutes to read
  • According to Gartner, by year-end 2018, a customer digital assistant will recognize individuals by face and voice across channels and partners. Gartner predicts that the…
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Customer Lifetime Value: The End Goal Guiding Your Digital Transformation

  • Mike Runda
  • September 29, 2015 | 4 minutes to read
  • What percent of companies consider customer lifetime value (CLV) as a measure of business performance? A. < 40% B. 41% - 60% C. 61% -…
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How to Get Smart about Customer Lifetime Value

  • Luke Stangel
  • March 20, 2014 | 3 minutes to read
  • Every business is focused on the bottom line: Making sure revenue exceeds costs each month. One big line item for most companies is spending hundreds--or,…
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Contact Centers are NOT Cost Centers - They're Your Best Money Makers

  • Luke Stangel
  • September 18, 2013 | 3 minutes to read
  • The name of the customer service game used to be efficiency and costcutting. Not anymore. Today's companies increasingly recognize that the chances they have to…
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Professors Agree: The Right Service Enhances the Customer Experience

  • Luke Stangel
  • July 30, 2013 | 8 minutes to read
  • Imagine that you manage a customer service center for a mobile service provider. Four different customers call in, their two- year contracts about to expire.…
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Gone in 90 Days (or Less): How Bad Contact Centers Drive Away Your Customers

  • Luke Stangel
  • July 29, 2013 | 5 minutes to read
  • With the focus on revenue and improving customer experiences, the very notion of the role of the contact center and what it is designed to…
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Infographic: Why Bad Customer Service Bleeds Your Company Dry

  • Luke Stangel
  • June 24, 2013 | 2 minutes to read
  • "Have it your way," has been Burger King's motto on-and-off for the past three decades. No matter what you think about the food (my thoughts:…
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Digging Deeper Into Customer Experience Management

  • Laura Bassett
  • April 8, 2013 | 5 minutes to read
  • Today you'll be hearing from a guest blogger who I had the pleasure of introducing a few months ago. John Quaglietta has extensive hands-on learning…
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ALL ABOARD! The Customer Journey.

  • Laura Bassett
  • January 17, 2013 | 3 minutes to read
  • Today you'll be hearing from a guest blogger who I had the pleasure of introducing a few months ago. John Quaglietta has extensive hands-on learning…