In developing a customer retention strategy leading companies use a combination of metrics to measure customer retention – metrics first then the retention strategy. Customer retention is a critical metric …
Customer Experience News 108: Empathy, CX Measurement, Customer Cause & VA’s
Empathy Inspired Decision Making (2min) Alex Allwood writes this week on empathy and how customer empathy can and should be incorporated into business decision making to benefit both customers and the bottom line. …