Understanding customer expectations
An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing? This video from my LinkedIn Learning course...
Three Surprising Facts About Customer Experience
Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs and various methodologies. The problem? This noisy, cluttered space has led to confusing,...
Quantifying customer lifetime value
Quantifying customer lifetime value, or CLV, provides powerful insight into the impact of customer experience initiatives. Put simply, CLV measures how valuable a customer is to your organization over time, rather than just one purchase. You can learn more about a...
Want to Deliver a Great Customer Experience? Give Your Employees a Voice
When you think about customer experience, what comes to mind? For most people, the answer is likely that it’s an organization’s responsibility to provide customers with a great experience. This isn’t wrong, but there’s more to it. Your best-laid plans for customer...