To optimize customer profitability, monitor drivers of defection and retention; analyze win-loss, customer lifetime value, and customer equity; develop company-wide understanding of customer perspectives; segment customers by buying circumstances; drive innovation per customers’ desired outcomes; and inspire enterprise-wide ownership of customer experience excellence.

How we can help you adopt best practices:

* Quantify lost customers, revenue and profit contribution
* Identify drivers of defection, retention, and customer profitability
* Develop customer experience personae to guide marketing, sales, service, innovation
* Calculate customer lifetime value and customer equity
* Integrate voice of the customer sources: surveys, social media, contact center, etc.
* Assess voice of the customer capability to provide inputs to strategies and processes
* Guide integration of voice of the customer into all strategies, rituals, processes, policies
* Formalize closed-loop complaint management; drive complaint prevention
* Improve customer touch-point enablers throughout the company
* Identify customers’ desired outcomes and innate customer experience metrics
* Develop internal branding strategy for living the brand promise enterprise-wide

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