Perceptive Team - 20 July 2014
The perception that "great customer service is enough" is no longer valid in today's market; providing the status quo is not enough to be successful—or even remain in business, in some cases. Read more: Fuelling the CX flywheel: the secret to...
Perceptive Team - 19 September 2012
When thinking about the relationship between customers and ethics, you have to ask yourself, “Can an organisation really influence customers with the way that it conducts its business?’’. Influence does not mean attempting to coerce a customer into...
Perceptive Team - 11 June 2012
Customer lifetime value is the net value of the expected revenue of the average customer for your company – their ‘lifetime’ with your company. Each customer has the potential for repeat business and average spending level per transaction. Chances...