Customer centricity Customer emotions Entertainment Metrics 
Beyond Philosophy
JUNE 1, 2015
Similarly, Caesars Entertainment has rich databases on its high-rolling program members. One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers. Data collected from the programs can offer competitive opportunities.
Beyond Philosophy
JUNE 20, 2015
performance metrics flatline and, for all intents and purposes, have little or no granular actionability. Two years ago, they adopted, system-wide, one of the popular single number performance metrics. The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience.
CSM Magazine
MAY 19, 2023
Some common KPIs include: Average time to resolve customer issues First contact resolution rate Customer effort score These metrics provide valuable insights to guide improvements in customer experience engineering. Net Promoter Scores Net Promoter Score (NPS) is another metric to assess customer experiences.
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