Customer Lifetime Value is the key metric for customer experience-oriented businesses. Average Handle Time, Customer Satisfaction, and Cost to Serve all have their place, but in today’s modern service landscape, LTV—mainly driven by repeat business or subscription over time—has to take the top spot. This evolution is ongoing, and successful businesses need to master it.
Search$3,000 Water Leak Repair Complete for Arlington Woman
City of Arlington customer Stephanie M. received an email from the city informing her that her household had been logging usage of 49 gallons of water per hour for the past 48 hours. “I was shocked, because they were saying the water usage was happening overnight,...