INSIDE
THIS EDITION..
Emotional Experience
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PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
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The Value Profit Chain
Part 5: Customer Lifetime Value
In many ways, the concept of customer lifetime value underpins the entire Value Profit Chain philosophy. Simply, customer lifetime value (CLV) tells us that customers' financial value to an organisation increases exponentially the longer you keep them. As long ago as 1990 Frederick Reicheld and Earl Sasser observed across a range of industries, that as customers stay with a supplier they tend to engage in an increasing range of desirable and profitable behaviours.
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