Sunday, April 11, 2021

Lifetime customer value, also called customer lifetime value (CLV), is one of the most important metrics out there. The logic is self-explanatory, so we won’t belabor it because you’re all smart people, but the bouncing ball goes like this:

Should my business outsource its contact center? At TLC, we hear this question a lot. It’s a dilemma that many companies face as they seek to grow and improve their business operations, but it can be tricky to answer. While there can be clear benefits ...
Social media has become a part of everyday life. Case in point: Eighty-one percent of people in the U.S. have a social networking profile, and the number of worldwide users is expected to reach 3.02 billion by 2021. Consumers also have been devoting more of their time to engaging with social media sites. One-seventh of the average user's waking life is spent on social media.
Last month I was traveling from Budapest to Montreal, and forget to book a wheelchair in advance. I skipped the phone and just tweeted to AIR Canada. As expected, problem solved. They were responsive. Similarly, I had a problem with NordVPN some time a...
For those people deep into analytics and understanding (usually) consumer buying behaviors, the concept of Propensity To Buy, is not new. It’s been around for decades. Propensity to buy is simply about determining the liklihood of a customer ...
Photo by FreePik, CC0 1.0 You’ve probably heard the term “toll-free” before on infomercials or other TV programs. What is a toll free number? How does it differ from a regular phone number, and should you use one? This article will explain what a toll-...
Photo by Daniele Levis Pelusi on Unsplash Automation is not a new concept. While modern examples include making bread, manufacturing cars, or copying documents, some scholars say its earliest forms date as far back as two thousand years....
My good friend, Brian MacIver, reminded me of the struggle sales people have in doing “Needs Analysis.” I suspect there are a lot of reasons. Much is simply the fact that “we” typically get involved in the customer buying ...
Your customers don’t care about you, your products, or your services. They care about themselves. -Joe Pulizzi The internet, search engines, and social media give online users an infinite choice: They can do as much research about products and services...
For more than two decades, the value of personalization has been largely unquestioned in marketing circles. Most marketing leaders now view personalization as essential to marketing success, and providing personalized marketing messages and customer ...

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