10 Articles Tagged customer lifetime value

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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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Customer Retention: The Quiet, Potent Driver of Customer Lifetime Value

  • Laura Bassett
  • January 14, 2016 | 3 minutes to read
  • Smart investors love compound interest--the longer they can hold onto an asset, the more valuable their portfolio becomes. The same is true in business: Smart…
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Customer Lifetime Value: An Imperative in the Digital Era

  • Laura Bassett
  • November 19, 2015 | 2 minutes to read
  • For years, smart businesses have operated under the mantra "the customer is always right." In an article earlier this year, I wrote about research that…
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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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Customer Experience Management: Don't Just Measure, Measure What Matters

  • Laura Bassett
  • March 3, 2014 | 3 minutes to read
  • The old management adage says “You can’t manage what you don’t measure,”–i.e., if you don’t track performance, how can you improve? When it comes to…
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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:…