How Should We Measure Customer Lifetime Value?

Customer lifetime value (CLV) is an important business metric. It provides management with a view of how much repeat business they can expect from customers. In turn, the revenue projection arising fr...

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Tracking Customer Preference in Bricks-and-Mortar Stores

Most people know that their behavior on a computer screen can be monitored. The sites they visit, how long they look at a particular page, and long-term patterns can all be explored, measured, and qua...

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Focusing on What Went Right in Customer Service

Many customer service surveys are focused on pinpointing areas of friction or areas needing improvement. A recent Harvard Business Review article, however, noted that asking customers what went right ...

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Does Client Loyalty Follow Companies or People?

Employee retention and strategies for optimizing it are a constant consideration for organizations. It might be particularly important for those having specialized, customer-facing employees. For thos...

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Innovative Companies Focus on Customer Service Pre-Purchase

Providing accessible, friendly and knowledgeable customer service is definitely important after a consumer becomes a paying customer. From answering queries to providing troubleshooting advice, custom...

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How One Company Created Markets for Underserved Customers

What were the most innovative companies of the past year? Several lists of the most innovative companies illustrate one of the most intriguing features of innovation: defining and measuring the qualit...

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The Best Way to Approach Millenials as Customers

Millennials - people born between 1982 and 2000 - constitute a quarter of the U.S. population and their buying power totals $200 million. As a result, their consumer behavior is important for business...

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What You Can Learn About Your Customers on 'Giving Tuesday'

Giving Tuesday follows Black Friday and Cyber Monday in the period immediately after Thanksgiving. It was developed in 2012 as a way to focus on corporate and personal giving rather than just consumer...

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Your Customers Are Mobile Too

A digital marketing strategy based on personal computer use may not be optimizing your number of customers, the total sales, or the user experience. The reason? American consumers increasingly use the...

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