Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP
Pointillist
JUNE 6, 2018
They also use customer lifetime value(CLV), share of wallet, and retention. It’s important to remember there are metrics on the employee side, as well, because employee experience drives the customer experience. So they look at employee engagement, eNPS, and, especially, retention and turnover numbers.
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