My Twitter Feed- TabithaDunn: @MKCallConsult Awwwww... thank you for the #ff! January 27, 2012
- TabithaDunn: @Turntablez We will - we are going to just chill at home (games, movies, family time) the best January 27, 2012
- TabithaDunn: @Turntablez Thank you for the kind #ff. I hope your week was a good one :) January 27, 2012
- TabithaDunn: I'm so happy it's #ff @MKCallConsult @maldyj @jeanniecw @Turntablez @bobehayes @Natasha_D_G @KateNasser Have a great weekend, all of you :) January 27, 2012
- TabithaDunn: @Turntablez I hope you have a good weekend as well - no more packing :) January 20, 2012
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Tag Archives: Metrics
Metrics Part 2 – Customer Retention
I was at a conference earlier this year when the discussion came up around improving customer churn and a couple of points I am always curious about came up – (1) Why do you measure customer churn? and (2) Who does the measuring and analyzing of that metric in your organization?
Posted in Customer Experience, Customers, KPI, Metrics, Retention
Tagged attrition, churn, customer attriction, customer churn, customer rention, measures, Metrics
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Part 1 – Metrics: Customer Satisfaction and/or Customer Loyalty
I thought I would begin this discussion with the same place most people start thinking about a customer experience based program – what do I measure? Some version of this question is the most frequent one that I get from people and companies starting out on their journey. And I’d like to offer a straight forward, easy answer but really the answer is… it depends.
Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Loyalty, Metrics
Tagged Change, Customer Experience, customer loyalty, customer satisfaction, Metrics, Program design
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Measuring customer retention or you get what you measure
Most companies measure the number of customers who leave them in some form or fashion. Most call it churn. This is not a bad thing, not as such. But think of it like this, if you get what you measure, why do you want to measure the number of customers leaving? Wouldn’t you prefer a measure that tells you about the number of customers you’re keeping? Can you see how the focus shifts? How the goals are different? I like keeping the attention on how to keep your customers. I like seeing how well we do at that and studying and listening about how to do it even better.
Posted in Customer Experience, Customers, Goals, Metrics, Retention
Tagged Customer retention, focus, Goals, Metrics
6 Comments