2018, December, 10

Your Secret Customer Score

What is no secret is that the wealth of insights made available by the knowledge economy is making possible the unprecedented understanding of customer relationships for companies. As part of the Slingshot Platform, we are developing one such new analytics, entitled the Infatuation Interval Index (or I-Cubed) which uses social media and big data to measure the cyclicality of customer attachment to corporate brands, services, and goods. Here is another interesting example.

Per a recent article in the Wall Street Journal: “Two people call customer service at the same time to complain about the same thing. One waits a few seconds before a representative gets on the line. The other stays on hold. Why the difference? There’s a good chance it has something to do with a rating known as a customer lifetime value, or CLV. That secret number is used by all manner of companies to measure the potential financial value of their customers.”

Read the whole article here:

https://www.wsj.com/articles/on-hold-for-45-minutes-it-might-be-your-secret-customer-score-1541084656

#customerexperience #customerservice #innovation    

Contact

Your email address will never be shared.

Receive exclusive content, including highlights of creative advice from some of the world’s leading visionaries, by registering your email address.
FacebookTwitterGoogle +LinkedinRSS Feed