Tuesday, November 7, 2017 - 3:10 PM - 3:55 PM
As modern marketing and customer experience disciplines become more advanced, our measurement must follow suit—yet traditional loyalty metrics leave gaping holes in a holistic view of just how healthy a customer base is. This shortcoming presents a missed opportunity to bring together functional teams under a shared understanding of collective performance in growing customer value to the brand.
Join Lenati’s customer strategy experts, Clay Walton-House and Carly Lee, to learn about a basic customer measurement blueprint that can be applied across your business.
Participants should expect to leave with a clear understanding of:
- Why leading brands are adopting holistic Customer Health measurement models
- How traditional loyalty metrics (NPS, CSAT, CLV, etc.) fit into a holistic measurement model
- How to apply a basic Customer Health measurement blueprint to your business
- Tips and tricks for integrating the holistic view of Customer Health into organizational decision making, culture, and strategic planning
Applying these tools to your organization’s measurement approach can immediately help identify areas of opportunity to grow customer value and deepen relationships, the natural end-game of any team charged with building customer loyalty.