CUSTOMER LIFETIME VALUE
MARCH 1, 2024
#NoBullshitCX #20yearsFuturelab “Unhappy customers cost you more than you think.” A customer is worth more than you think. In my previous column, I mentioned the surprisingly high lifetime value of individual customers–once you really get an understanding of the whole picture. The first time I realized was in the early 2000s, when we designed customer experience strategy for a Japanese luxury car brand.