Customer experience management software has its own CX problem
Customer experience management software keeps getting bought and merged. What consolidation does to buyers and respondents, and how to protect your program.
Tag
cx-roi
8 posts. All topics.
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Is customer lifetime value a waste of time? Only when misused
Customer lifetime value is a forecast, not a measurement. When it wastes a CX team's time, when it earns its keep, and how to build a number you can defend.
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Measuring customer experience with control groups: how to hold out
Control groups in customer experience measurement are the honest way to show a change caused a result. How to hold out without A/B tools, and what breaks it.
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Beating the fallacy of cheap marketing
Cheap marketing is nearly free to send and expensive per unsubscribe. Why counting only the outbound cost misleads, and a cost-per-annoyed-customer habit.
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Content marketing metrics: measuring impact beyond the sale
Content marketing metrics stop at the sale. A fifth bucket, experience and retention, covers help, onboarding and renewal content and how to measure it.
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Customer experience measurement: is your program worth the effort?
Customer experience measurement decides whether a program survives year two. Rule 7 of no-excuses CX: three questions, a comparison group, one page a month.
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Customer lifetime value strategy: grow your business, no excuses
A customer lifetime value strategy turns the seven no-excuses rules into arithmetic: estimate value by segment, build a value-at-risk table, act on it.
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Using lifetime value in a short-term environment: leading indicators
Customer lifetime value leading indicators show up inside a quarter. How to find them, validate them against old cohorts, and turn them into value at risk.
